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Help Desk Technician

2 months ago

Bristol, Bristol, United Kingdom Peaple Talent Full time £23,000 - £26,000
Job Description

Job Summary

We are seeking a highly skilled and motivated IT Service Desk Analyst to join our team at Peaple Talent. As a key member of our IT support team, you will be responsible for providing exceptional technical support to our clients and ensuring that their IT needs are met.

Key Responsibilities

  • Troubleshoot and Resolve Issues: Utilize your technical expertise to troubleshoot and resolve complex technical issues in a timely and efficient manner.
  • Call Handling: Provide exceptional customer service through effective call handling, ensuring that clients receive prompt and professional support.
  • Customer Communication: Maintain accurate records of technical issues and communicate effectively with clients to ensure that their needs are met.
  • Service Issue Allocation: Allocate technical issues to relevant team members and ensure that clients receive timely updates on the status of their issues.

Requirements

  • Time Management: Prioritize technical issues based on urgency and ensure that clients receive timely support.
  • Experience: Previous experience in a help desk or technical support role is essential.
  • Customer Service Focused: Demonstrate a customer-centric approach to technical support, ensuring that clients receive exceptional service.
  • Motivation: Be willing to learn new technologies and adapt to changing technical environments.
  • Technical Skills: Possess strong technical skills, including experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols.

Additional Responsibilities

Communications:

  • Develop effective communication skills to ensure that clients receive clear and concise information about technical issues.
  • Proactively communicate with team members and management to ensure that technical issues are resolved efficiently.
  • Provide end-user training as required to ensure that clients are equipped to use technical systems effectively.

Analytical Skills & Creativity:

  • Develop a structured problem-solving approach to resolve complex technical issues.
  • Analyze technical and business information to develop plans and make sound recommendations.

Management of Activities:

  • Work as part of a small IT support team to ensure that technical issues are resolved efficiently.
  • Balance work priorities under pressure and ensure compliance with business management systems.
  • Participate in occasional out-of-hours planned maintenance to ensure that technical systems are up-to-date.

Management of Finance & Resources:

  • Advise on sourcing or re-use of hardware to ensure value for money.

Autonomy & Accountability:

  • Operate under the supervision of the Systems Manager with some decision-making autonomy.
  • Contribute to section activities and be accountable for performance in finance, technical, and service delivery.

Working Environment:

  • Work in an office-based environment, 38 hours per week (Monday to Friday).