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IT Support Specialist

2 months ago

Bridgend, Bridgend county borough, United Kingdom Xpertise Recruitment Full time £27,000 - £33,000

Job Summary:

Xpertise Recruitment is seeking a skilled IT Support Specialist to join our client's IT Support team. As a Technical Service Desk Analyst, you will be responsible for providing first-line technical support to a large user base, collaborating with other support teams to resolve incidents and requests, and delivering exceptional customer service.

Key Responsibilities:

  • Provide on-site and remote technical support to end-users
  • Respond efficiently to end-user inquiries via self-service and phone calls
  • Collaborate with the wider IT department and consult the knowledge base to resolve queries
  • Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs
  • Create and maintain Knowledge Articles to ensure seamless customer service delivery
  • Participate in exciting IT projects, including planning, testing, and implementing new software, hardware, or infrastructure changes
  • Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions

Requirements:

  • 1-2 years' experience in a relevant first-line/service desk role
  • Experience in an ITIL environment
  • Experience with video conferencing equipment and software, including Microsoft Teams
  • Understanding of basic networking (DNS, DHCP, TCP/IP, etc)
  • Demonstrable technical support experience with relevant technologies, such as O365, Windows 7/10, Citrix, SCCM, Office 2016, etc
  • ITIL Foundation certification