Desktop Support Specialist

2 weeks ago

Aberdeen, Aberdeen City, United Kingdom Right People Full time

Job Summary:

We are seeking a highly skilled Desktop Support Specialist to join our team at Right People. As a key member of our IT department, you will be responsible for delivering exceptional desktop support services to our clients in the Aberdeen area.

Key Responsibilities:

  • Follow established procedures to deliver services in line with customer requirements, aiming to meet defined service level targets.
  • Work in conjunction with other IT support groups to ensure successful resolution of desktop-related issues and other IT issues where an on-site presence is required.
  • Ensure any incidents which cannot be resolved directly are passed to relevant second- or third-line support groups, liaising with the IT Service Desk as necessary.
  • Use IT service management software, including the ticketing system, and liaise with the IT Service Desk to ensure incident and service request tickets are recorded and tracked as necessary.
  • Pro-actively monitor call queues as instructed to ensure all incidents and service requests are progressed and updated through to completion.
  • Provide help and advice to users based on established policies, standards, procedures, and best practices.
  • Participate in office moves, ensuring IT equipment is moved safely and re-commissioned as required by the business.
  • Help to manage the on-site inventory of IT equipment and spares, making sure necessary asset and configuration records are updated and maintained.

Requirements:

  • Experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role.
  • Experience of applying processes and procedures.
  • Experience of building and maintaining excellent relationships with customers.
  • IT troubleshooting skills.
  • Delivering a consistent first-class service to customers.
  • Awareness of ITIL processes and functions.
  • Experience of working in a user support role.
  • Excellent communication skills.
  • Confidence working in different onsite environments.

Preferred Qualifications:

  • ITIL Foundation V4 qualification or working towards.

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