ICT Service Desk Technician

1 month ago

Leeds, Leeds, United Kingdom Interface Recruitment UK Full time
Job Summary

We are seeking a highly skilled 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.

You will deliver an excellent client service experience, continually improving the quality of the service delivered through proactivity, good communication, technical skill, and organisation. Although a fixed-term position, the hope is that this role will become permanent as the business settles after a period of change.

Key Responsibilities
  1. Take and record calls (incidents and service requests) on the IT service desk system, ensuring that all client contact and updates are recorded.
  2. Investigate, monitor, and resolve any incidents/service requests assigned to you.
  3. Liaise with our internal and external clients, IT support personnel, and external suppliers to resolve incidents.
  4. Keep the Service Desk application and colleagues updated with the status of incidents.
  5. Chase overdue incidents.
  6. Liaise with the Line Managers to identify, diagnose, and resolve problems impacting the IT environment.
  7. Application delivery, Patching, and Anti-Virus.
  8. Virus check removable media as and when required.
  9. Install software where appropriate.
  10. Demonstrate how to use the loan equipment on request e.g., portable PCs, printers, and projectors.
  11. Check loan equipment including all parts and consumables in and out.
  12. 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.
  13. Trend Analysis and Problem Management.
  14. Work with a variety of Business and Technical teams to enhance service.
Maintenance and Administration
  1. Manage and keep antivirus and other desktop security systems up to date.
  2. Prepare, reconfigure, and distribute equipment required for new members of staff.
  3. Liaise with the Service Delivery Manager to keep the system up to date with starters and leavers' information.
  4. Remove and dispose of redundant equipment.
Documentation
  1. Asset tag, log, and where appropriate document all IT assets.
  2. Follow the IT software license procedure.
  3. Contribute and keep up to date documentation for IT Service Desk procedures.
  4. Contribute technical information and know-how to the IT knowledge base.
Other Tasks
  1. Compliance with IT Procedures.
  2. Keep up to date with IT developments to improve client service.
  3. Take part in the rota for out of hours support as required.
  4. Participate in approved IT related projects as directed.
  5. Carry out any other reasonable tasks as when it is required by the firm.
  6. Provide assistance where necessary during system downs and emergencies.
Information Security
  1. To ensure that information is handled in accordance with the firm's policies and procedures relating to information security.
  2. To encourage a security conscious culture within the firm, by supporting and engaging with the firm's initiatives.
  3. To proactively and promptly report any concerns/issues relating to information security.
  4. To assist the firm in achieving its security objectives which are published in the Information Security Manual on Reach.
Requirements
  1. 1st and 2nd Line IT Support Experience.
  2. Understand and be able to demonstrate consistent and continuous high levels of client service.
  3. Excellent IT technical skills at the requisite level for this position.
  4. Good communication skills and telephone manner.
  5. Good team skills are required, particularly in communicating and supporting other team members.
  6. Be able to organise self and work effectively.
  7. Be able to communicate with people at all levels and technical ability.
  8. At least 2 Years' experience of working in an IT Service Desk environment.
  9. Prioritising and Managing workload effectively, managing several open Incidents/Problems and mini projects simultaneously.
  10. Be familiar with versions of Microsoft Desktop Operating Systems and Applications (Office 2013 essential).
  11. Have experience of software installations.
  12. Be able to virus check software and computers with a knowledge of what to look for.
  13. Establishing and maintaining excellent working relationships with the Business and third parties.
Desirable Requirements
  1. A HNC/HND in Computing or suitable equivalent.
  2. Accreditations in any Microsoft technology especially MCP would be useful.
  3. Experience of desktop upgrades and/or migrations.
  4. Experience in deploying Group Policies and Active Directory.
  5. Skills to successfully implement a Microsoft product or technology as part of a business solution in an organisation.
  6. Knowledge of current Anti-Virus software and the effects that viruses may have.
  7. Experience of operating in an IT Team within a pro services firm would be beneficial.

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