ICT Service Desk Specialist

5 hours ago

Wakefield, Wakefield, United Kingdom Interface Recruitment UK Full time
Job Title: ICT Service Desk Technician

We are seeking a highly skilled and experienced ICT Service Desk Technician to join our team. As a key member of our IT department, you will be responsible for providing high-level technical support to our clients, ensuring their productivity through effective use of our IT systems.

Key Responsibilities:
  • Investigate, monitor, and resolve any incidents/service requests assigned to you.
  • Liaise with our internal and external clients, IT support personnel, and external suppliers to resolve incidents.
  • Keep the Service Desk application and colleagues updated with the status of incidents.
  • Chase overdue incidents.
  • Liaise with the Line Managers to identify, diagnose, and resolve problems impacting the IT environment.
  • Application delivery, Patching, and Anti-Virus.
  • Virus check removable media as and when required.
  • Install software where appropriate.
  • Demonstrate how to use the loan equipment on request e.g. portable PCs, printers, and projectors.
  • Check loan equipment including all parts and consumables in and out.
  • Ensure visibility on the internal client floors on a regular basis with a view to developing a working relationship with internal clients in the wider practice and where appropriate walk the internal client floors to maintain that visibility and act as an ambassador for IT.
  • Trend Analysis and Problem Management.
  • Work with a variety of Business and Technical teams to enhance service.
Maintenance and Administration:
  • Manage and keep antivirus and other desktop security systems up to date.
  • Prepare, reconfigure, and distribute equipment required for new members of staff.
  • Liaise with the Service Delivery Manager to keep the system up to date with starters and leavers' information.
  • Remove and dispose of redundant equipment.
Documentation:
  • Asset tag, log, and where appropriate document all IT assets.
  • Follow the IT software license procedure.
  • Contribute and keep up to date documentation for IT Service Desk procedures.
  • Contribute technical information and know-how to the IT knowledge base.
Other Tasks:
  • Compliance with IT Procedures.
  • Keep up to date with IT developments to improve client service.
  • Take part in the rota for out of hours support as required.
  • Participate in approved IT related projects as directed.
  • Carry out any other reasonable tasks as when it is required by the firm.
  • Provide assistance where necessary during system downs and emergencies.
Information Security:
  • To ensure that information is handled in accordance with the firm's policies and procedures relating to information security.
  • To encourage a security conscious culture within the firm by supporting and engaging with the firm's initiatives.
  • To proactively and promptly report any concerns/issues relating to information security.
  • To assist the firm in achieving its security objectives which are published in the Information Security Manual on Reach.
Requirements:
  • 1st and 2nd Line IT Support Experience.
  • Understand and be able to demonstrate consistent and continuous high levels of client service.
  • Excellent troubleshooting skills.
  • Excellent IT technical skills at the requisite level for this position.
  • Good communication skills and telephone manner.
  • Good team skills are required, particularly in communicating and supporting other team members.
  • Be able to organise self and work effectively.
  • Be able to communicate with people at all levels and technical ability.
  • At least 2 Years' experience of working in an IT Service Desk environment.
  • Prioritising and Managing workload effectively, managing several open Incidents/Problems and mini projects simultaneously.
  • Be familiar with versions of Microsoft Desktop Operating Systems and Applications (Office 2013 essential).
  • Have experience of software installations.
  • Be able to virus check software and computers with a knowledge of what to look for.
  • Establishing and maintaining excellent working relationships with the Business and third parties.
Desirable Requirements:
  • A HNC/HND in Computing or suitable equivalent.
  • Accreditations in any Microsoft technology especially MCP would be useful.
  • Experience of desktop upgrades and/or migrations.
  • Experience in deploying Group Policies and Active Directory.
  • Skills to successfully implement a Microsoft product or technology as part of a business solution in an organisation.
  • Knowledge of current Anti-Virus software and the effects that viruses may have.
  • Experience of operating in an IT Team within a pro services firm would be beneficial.

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