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IT Service Desk Specialist
2 months ago
We are seeking a highly skilled IT Service Desk Analyst/Engineer to join our dynamic Service/Helpdesk team at In Technology Group Ltd. As a key member of our team, you will play a pivotal role in delivering exceptional customer service and technical support to our employees, customers, and partners.
Key Responsibilities- First-Line Support: Provide prompt and efficient support to employees and customers, logging incidents into our service desk system.
- Second-Line Support: Manage escalated tickets, leveraging your expertise to resolve complex technical issues.
- Service Quality: Ensure smooth escalation processes, maintain top-notch feedback, and uphold service excellence.
- Collaboration: Work closely with 1st Line Analysts, Service Desk Team Leader, and Development team to deliver exceptional service.
- Technical Expertise: Deploy and maintain software and hardware, including patches and hotfixes, troubleshoot and manage MFD printers/scanners, and update documentation areas.
- Security and Compliance: Manage active directory/exchange user accounts and file security permissions, assist with backup management and data retrieval, and oversee phone and networking systems.
- Administrative Support: Provide administrative support for back office and bespoke systems, maintaining a high standard of customer service and adherence to Service Level Agreements.
- Project Support: Contribute to occasional implementation projects for new software and hardware technologies, offering out-of-hours cover and performing remote maintenance on a rotational basis.
- ITIL Practices: Strong familiarity with ITIL practices and Service Level Agreements.
- Technical Skills: Proficiency in IT Service Management, front-line technical IT support, and expertise in prioritizing and managing daily workload autonomously.
- Technical Knowledge: Competence with Windows environments, Microsoft Office suites, and Active Directory administration, knowledge of TCP/IP Networking, DHCP, DNS, VPNs, and firewalls.
- Cloud Infrastructure: Experience with VMware virtualization and Microsoft Azure cloud infrastructure.
- Hardware and Software: Familiarity with HP MSA SAN, server, and networking hardware, ability to create and maintain technical documentation.
- Desirable Skills: Understanding of Supply Chain & Freight, willingness to learn, and familiarity with MS SQL, PowerShell, and relevant applications.
- Education: A-Level qualifications or higher in Computer Science, Information Technology, or related fields.
- Certifications: ITIL Foundation or MCSA certifications.
- Proactive Attitude: A proactive attitude, excellent communication skills, attention to detail, and a collaborative spirit.
- Adaptability: Eager to learn, adaptable, and passionate about delivering top-notch IT support.
