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IT Support Specialist

2 months ago

Derbyshire, United Kingdom SF Technology Solutions Full time

Job Summary:

As a Technical Help Desk Administrator at SF Technology Solutions, you will play a critical role in providing first-line support for users of our IT infrastructure. Reporting into the Helpdesk Manager, you will be responsible for troubleshooting, diagnosing, and resolving IT incidents to ensure minimal disruption to users.

Key Responsibilities:

  • Incident Management: Respond to IT support requests, log incidents, and prioritize them using our helpdesk software.
  • Helpdesk System Management: Ensure understanding and correct usage of the helpdesk system.
  • Troubleshooting and Resolution: Provide troubleshooting, diagnosis, and resolution for IT incidents.
  • IT Security and Compliance: Support users in following IT security best practices and assist Infrastructure Engineers with related investigations.
  • Hardware and Software Support: Help with the acquisition, installation, and maintenance of IT hardware and software.
  • User Training and Equipment: Offer guidance on user training needs and equipment requirements.
  • Infrastructure Management: Conduct regular visual inspections of server rooms and critical hardware.
  • Collaboration and Documentation: Collaborate with Infrastructure Engineers on various projects and create and maintain procedural documentation in line with company policies.
  • Departmental Development: Contribute to the ongoing development of the Business Systems Department.

Key Performance Indicators:

  • Effective Incident Management: Effective triaging and management of IT incidents.
  • Prompt Resolution: Prompt resolution of assigned issues.
  • Accurate Documentation: Accurate and thorough documentation.
  • Annual Appraisal Objectives: Successful achievement of objectives set during annual appraisals.