Help Desk Technician
1 week ago
You will serve as the first point of contact for IT support through the Service Desk, managing and resolving incidents and requests logged via service management tools. You will escalate complex or unresolved problems to 3rd line support while keeping users informed of progress.
In addition to technical skills, you will need to adhere to established IT Service Management processes and advise users on how to interact effectively with the Service Desk. You will also provide on-site support where required and ensure compliance with IT security policies and procedures.
We are looking for someone who can contribute to continuous improvement initiatives for IT services and processes. This includes collaborating with senior IT team members to improve tools, processes, and user engagement.
Key Responsibilities- Manage technical support requests via phone and in person
- Resolve incidents and requests logged via service management tools
- Escalate complex problems to 3rd line support
- Adhere to IT Service Management processes
- Provide on-site support
We are looking for someone with proven experience in 1st and 2nd line IT support, including troubleshooting and resolving technical issues in hybrid or multi-office environments. The ideal candidate will have proficiency with Microsoft operating systems and applications (Windows 10, Office 2016+).
In addition to technical skills, the successful candidate will need to possess excellent communication and interpersonal skills, with the ability to work collaboratively with senior IT team members. A valid UK driving licence is desirable for travel between locations.
Salary: £42,000 - £52,000 per annum
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