1st Line IT Service Desk Engineer

3 weeks ago

Bolton, United Kingdom Appcastenterprise Full time

**JOB TITLE:

1st Line IT Service Desk Engineer


**RESPONSIBLE TO: **
- IT Service Desk Manager

**ACCOUNTABLE TO**:

- IT Service Desk Manager
- **LINKS TO**:

IT Service Desk, Infrastructure Architect, Security Architect & Digital Architect

**JOB PURPOSE**:

Provide 1st line support services, as part of a team of experienced engineers, to assist with the company's progression. You will own, monitor and resolve service desk incidents, problems and service requests by investigating a range of technical issuesacross all areas of the business. The key focus will be on providing fixes, escalating where necessary, assisting the support team and supporting the general delivery of services in our large estate of offices, schools and care homes.
- **KEY ACCOUNTABILITIES**:

- To be the first point of contact for staff that require IT support and to log them in the service desk ticketing system
- Responsible for troubleshooting and resolving 1st line issues including incidents, problems and service requests and providing regular updates to the end user
- Own, monitor and resolve incidents and service requests in a timely manner, escalating where necessary to the IT Service Desk Manager
- Maintain a good standard of customer service with all clients to make sure they are informed of all changes to the requests and incidents which have been logged
- Liaise with regional offices / schools on a regular basis to confirm all systems and services are operating as required
- Log all communications and progress in the ticket management system
- Maintain, organise and manage the hardware database. Ensure all requests are completed for all areas of the business
- Organise the transportation of hardware items to and from regional offices and schools
- Maintain stocks of spare parts/consumables etc, alerting the Senior Service Desk Analyst when shortages occur, and liaising with suppliers to replenish stocks
- Liaise with external suppliers regarding the repair of equipment under warranty or maintenance contract
- Assist the Senior Service Desk Analyst to organise IT workshops or informal help and tuition sessions to users as required
- Will be required to run with and escalate Cyber and Infrastructure P1 incidents to the Security team for remediation
- Work with the IT Service Desk Manager to define and improve service desk/ management processes and standard operating procedures to improve service
- Configure and maintain user permissions on share point or file servers
- Responsible for creating and building the knowledge base and sharing knowledge across the service desk
- Identify, recommend and amend inefficient work tasks and processes to improve efficiency
- Administration management of Microsoft 365 accounts
- Providing printer support, both hardware and software
- Administration management of Active Directory/Azure
- Supporting connectivity for multiple sites
- Remote site diagnostics
- Support structure for the Service Desk

**In addition;**
- Attends meetings and team events as required
- Participates in an annual performance review programme
- Works in accordance with all the policies and procedures of the NFA Group, especially those relating to Child Protection and Safeguarding, observing at all times the strict rules of confidentiality appropriate to the role
- To be familiar with all Health and Safety issues relating to the use of IT equipment, and bring to the attention of your Line Manager any Health and Safety concerns
- To be aware of, and work within the Company’s Health and Safety policies, relating to the working environment and building security, reporting any issues promptly to immediate Line Manager
- Work within the provisions of the Data Protection Act, observing strict confidentiality in relation to all aspects of work undertaken
- To be aware of equal opportunities issues and to work positively towards anti-discriminatory and anti-racist practice

**REQUIREMENTS**

**Technical skills**:

- Microsoft 365 experience (essential)
- Active Directory/Azure (essential)
- Knowledge of MDM (preferred)
- VOIP/Telephony solutions including 3CX and Mitel (preferred)
- Microsoft Windows 10 (preferred)

**Experience and Skills**:

- Minimum of 2 years’ proven experience in a similar role within a technical support desk or MSP, supporting internal and/or external customers (essential)
- Holds a professional qualification (Microsoft MCP) or an IT qualification at NVQ/GNVQ Level 3 or higher (essential)
- Service desk experience working tickets (essential)
- Strong customer service skills (essential)
- Good knowledge of Microsoft products from Windows 10, MS Office, etc. (essential)
- Good knowledge of working within an ITIL framework (essential)
- Good understanding of IT infrastructure (essential)Good working knowledge

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