IT Helpdesk Specialist

3 weeks ago

Hemel Hempstead, United Kingdom Epson UK Full time

**About Epson**

Are you ready to switch to a better way of working?

Whether we're creating brand new, cutting-edge technologies for our customers, or delivering unique, world-class learning and development opportunities for our people, if you make the switch to Epson as an IT Support Specialist you'll understand what wemean.

You'll be part of a global brand. An ethical business with a focus on sustainability and responsibility and a culture that fits the way you work. A place that's committed to helping you be yourself and achieve your goals.

**Job Summary**

The IT Support Specialist supports the internal users (Epson employees) to ensure that IT assets (Hardware / Software) are used effectively and appropriately to add value to the internal users fit for their business activities.

Reporting into the IT Support Team Leader, the IT Support Specialist mans the local service desk and ensures the quality of service and the customer's satisfaction. The scope of the support includes IT equipment, software, telecom, IT security, Video conferencesystems and printers and changes according to the update of the service catalogue of the IT services domain.

The role is based at our Sales and Marketing Office in Hemel Hempstead, UK.

**Key Responsibilities**

**Delivery and service request activities**
- On a daily basis support users on:

- user accounts and the data folders' security
- Corporate laptops, desktops, thin clients, and Apple Mac
- Corporate phone system (VoIP) and independent mobile telecoms
- Microsoft Office packages (Word, Excel, PowerPoint, Outlook), mail system (Exchange), SharePoint and on shared file system
- Support and perform preventive maintenance on other IT services, such as printers, video conference systems and projectors in meeting rooms
- Provide training to end users on computer operation and other issues.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

**Incident / problem management activities**
- Be the local escalation point for un-resolved requests or complaints
- Maintain an FAQ resource on the Internet/Intranet to aid in incident/problem resolution
- When required, escalate problem to the appropriately experienced technician, and perform post-resolution follow up
- Test fixes to ensure problem has been adequately resolved

**IT asset management and IT procurement activities**
- Maintain an inventory of all local IT equipment
- Maintain IT hardware (Desktop/Laptop) and software (Adobe, other software in the service catalogue) lifecycle records and take action in accordance with the relevant policies
- Coordinate local IT purchases and contracts and liaise with third-party

**Knowledge, Skills and Experience**
- ITIL foundation and MCDST certification required
- Knowledge of Desktop and MAC operating systems
- Must be capable of answering user queries and solving 1st line support problems
- Experience of distributing printing and fax / scanning services
- Experience of supporting mobile and desktop telecoms
- Knowledge of Active Directory
- Good communication skills, with the ability to explain technical issues to non-technical people
- Good customer service skills
- Fluent in English, written and verbal

**Other**

In return, we offer a competitive salary, a wide range of excellent benefits and lifestyle perks, modern offices with parking and a subsidised restaurant. Plus, the support you need to develop yourself - in your role, and in your career.

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