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IT Support Specialist

2 months ago

Winchester, Hampshire, United Kingdom Shaw Daniels Solutions Full time
About the Role

We are seeking a highly motivated and proactive IT Support Specialist to join our team at Shaw Daniels Solutions. As a key member of our support team, you will play a crucial role in delivering exceptional customer service and technical support to our users.

Key Responsibilities
  • Incident Management: Manage new and existing tickets assigned to you, ensuring Service Level Agreements (SLAs) are met and Key Performance Indicators (KPIs) are fulfilled.
  • Technical Support: Provide first-line technical support to customers via phone, email, face-to-face, and ticketing system, resolving issues and providing regular updates on progress.
  • Collaboration: Liaise with internal IT teams for issue escalation and resolution, and with third-party suppliers to resolve technical issues.
  • Out-of-Hours Support: Provide out-of-hours support on a rota basis, ensuring critical issues affecting our business are resolved promptly.
  • Project Work: Participate in project work as required, contributing to the development and implementation of new processes and technologies.
Requirements
  • Technical Skills: Proficiency in Windows 10, Office 365, Microsoft Exchange, Service Desk tools (ManageEngine), Active Directory, Microsoft O365 Admin Centre, printer configuration, and email troubleshooting.
  • Desirable Skills: Knowledge of network troubleshooting (Meraki), telephony systems (Mitel/Avaya), and ITIL Foundation v3/v4 certification.
  • Experience: At least 2 years of IT Service Desk experience, with a good level of IT knowledge and the ability to learn quickly.
About Us

Shaw Daniels Solutions is a dynamic and innovative company that values exceptional customer service and technical expertise. We offer a supportive and collaborative work environment, with opportunities for professional growth and development.