Technical Support Specialist

6 days ago

Watford, Hertfordshire, United Kingdom Randstad Full time £35,000 - £40,000

Randstad is seeking a skilled Technical Support Specialist to join our team in Horsham or Watford. As a Third Line Support Technician, you will be responsible for managing and resolving complex IT incidents, logging and prioritizing requests, and working to resolve them within Service Level Agreements (SLAs).

Key Responsibilities:

* Perform analysis, diagnosis, and resolution of IT problems escalated from Service Desk for end users, and recommend and implement corrective solutions by way of structured change control mechanisms wherever needed
* Accurately document instances of IT equipment or component failure, repair, installation, and removal
* Develop help sheets and FAQ lists and manage knowledge for end user and IT consumption
* Perform post-resolution follow ups to help requests
* Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
* Assist in software and hardware releases and roll-outs, including communication to the end users
* Assist in developing long-term strategies and capacity planning for meeting future ICT hardware needs
* Take ownership of Problem Management – chasing outcomes for Problems, log new Problems from trends in incidents, advise Service Desk of Problem for linked tickets
* Support mobile application lifecycle - application assessment to provide escalated Intune troubleshootings for testing/validation

Requirements:

* ITIL Foundation V4
* Office 365 use
* Microsoft Azure
* Microsoft Intune
* ASAP

If you are a motivated and detail-oriented individual with a passion for IT support, we encourage you to apply for this exciting opportunity.

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