Technical Support Specialist

4 weeks ago

Newark on Trent, Nottinghamshire, United Kingdom Eden Futures Full time

Position Overview:
A Technical Support Specialist is sought for a prominent organization dedicated to care services. This role involves collaborating closely with IT Help Desk colleagues to assist the organization in addressing various inquiries and administrative requests through our Help Desk software.


Ideal Candidate:
The successful applicant will possess outstanding customer service skills and a solid understanding of IT support principles. Previous experience in a Help Desk or Service Desk environment is essential.


Work Environment:
This position is primarily office-based with a work-from-home rotation available. The organization promotes a flexible working policy.


Benefits:
- 25 days of annual leave plus public holidays
- An additional day off for your birthday
- Health cashback and pension scheme
- Enhanced maternity and paternity leave
- Discounts through Costco and Blue Light schemes
- Ongoing tailored learning and development opportunities


Main Responsibilities:
- Report directly to the IT Support Officer Team Leader.
- Log, prioritize, assign, and manage all requests and incidents reported to the Help Desk.
- Manage customer expectations and communications through various channels including phone, email, and in-person interactions.
- Escalate issues to external IT support, other team members, or departments as necessary.
- Document and track project-related issues, escalating to the appropriate project teams.
- Participate in projects of varying sizes.


Qualifications:
The ideal candidate will have:

  • Exceptional customer service abilities and the capacity to convey information to colleagues with diverse technical knowledge.
  • Strong organizational skills and the ability to manage multiple tasks effectively.
  • Demonstrable knowledge of IT Service Delivery best practices.
  • Experience with Active Directory and Office 365/Azure user and group administration.
  • Familiarity with Microsoft Intune implementation and administration.
  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
  • Excellent administration skills in Teams and SharePoint.
  • Experience in Mobile Device Management for both Android and Apple devices.
  • Knowledge of Windows 10/11 and IT asset management.
  • Understanding of ITIL/ITISM principles; ITIL foundation certification is advantageous, though training will be provided.
  • Experience with administrative tools such as Zoho People, Zoho CRM, or Microsoft Dynamics.
  • Cybersecurity certification and implementation experience.
  • Familiarity with Microsoft 'MDT' for creating and deploying images to computers.


At Eden Futures, we are committed to empowering individuals to lead fulfilling lives. Our mission is to deliver high-quality services that enable our Service Users to achieve their goals and to be recognized as the provider of choice in our sector.

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