IT Technician

2 weeks ago

London, United Kingdom Marsh & Parsons Full time

The IT Technician role is primarily responsible for facilitating an excellent user experience. This is delivered by ensuring all systems and equipment that are required by the user are running efficiently and effectively. The role will be focused on supportingall front-end users with their requests as well as managing and monitoring systems in a way that allows us to pre-empt and resolve any system errors or failures. The IT Technician will always have a focus on continuous improvement.

**Key Responsibilities**
- The first point of call for IT requests, incidents and logging inbound calls in to the Service Desk system to ensure all are dealt with and employees receive regular updates
- Escalating tickets promptly via the predefined escalation route when necessary
- Supporting users on-site, over the telephone and in their respective offices where necessary, to ensure all queries are dealt with effectively and efficiently with the highest degree of customer service
- To acquire an excellent understanding of all IT systems currently in place
- Ensuring that all incidents and requests are logged accurately and responded to within our given SLA
- Communicate any incidents or updates proactively to the business to keep users informed
- Liaising with HR to initiate new starter, mover and leaver processes to ensure all are actioned on time
- Building and installing new PCs and laptops, configuring landlines and setting up smartphones
- Adapt to new software and services as the business introduce them

**Key Skills and Experience**
- Proven customer service skills
- Excellent communicator

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