IT Service Desk Specialist

1 month ago

Gloucester, Gloucestershire, United Kingdom TAKKT AG Full time
Job Title: IT Service Desk Engineer

As a key member of our IT team, you will play a vital role in delivering exceptional IT service to our organization. Your primary responsibility will be to handle requests, resolve issues, and maintain a high level of customer satisfaction.

Key Responsibilities:
  • Accept, categorize, and prioritize requests for the "Workplace"
  • Narrow down error patterns
  • Check monitoring for anomalies
  • Perform problem analysis
  • Resolve requests for known problems
  • Forward requests to 2nd level for new problems
  • Comment on requests and document solutions
  • Inform customers regularly about status
  • Install and deliver workplace devices
Requirements:
  • 3+ years of experience in L1 IT support with a hands-on mentality
  • Experience in supporting a M365 user environment
  • Knowledge of handling mobile devices
  • Experience in practicing Incident-/Request-/Problem management according to ITIL and using an ITSM tool
  • Preferred but not mandatory: experience in supporting IT in a warehouse environment and MacOS devices
Additional Expectations:
  • Escalate tickets when necessary and propose solutions for automation and process improvements
  • Identify pain points from a service perspective and advocate for optimization
  • Collaborate with 2nd level departments for integration
  • Facilitate knowledge exchange between 1st and 2nd level support teams
  • Collaborate effectively across all groups/departments within the organization
What We Offer:
  • A highly competitive salary with the potential to earn a great bonus
  • A 4.5% contributory pension scheme
  • 23 days' holiday (plus bank holidays and your birthday)
  • Flexible/hybrid working
  • Up to four weeks of workation
  • Access to a cross-company network and individual training
  • A further training budget
  • Death in service of 4 x your salary
  • Shopping discounts through Salary Extras
  • Free eye tests for VDU users
  • Access to private GP 24/7 and Employee Assistance Programme

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