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IT Support Specialist

2 months ago

Penn, United Kingdom Focus Resourcing Full time
IT Service Desk Advisor

An exciting opportunity has arisen to join a global organisation based in High Wycombe as an IT Service Desk Advisor.

Key Responsibilities:
  • Manage, investigate, own, and resolve requests and incidents.
  • Act as a point of escalation for IT Support requests and incidents.
  • Supporting, administering, learning, testing, and troubleshooting platforms and applications in use by the business.
  • Desktop, Laptop, Server, and Mac support.
  • Collaborate in troubleshooting issues and provide workarounds and solutions in a timely manner.
  • Work closely with our Technical Helpdesk and other suppliers to troubleshoot and improve operations and processes.
  • Work closely with our Testers and Developers to diagnose and fix issues.
  • Produce documentation and step-by-step guides to build and maintain our knowledgebase and to facilitate knowledge transfer across departments.
  • Raise improvements requests with the business and log them in internal systems.
  • Participate in technical conversations sharing your knowledge with the team.
  • Assist with internal/external communications on incident progress with a clear understanding of risk and impact.
  • Administering our websites, applications, Active Directory and Office365 users, groups, permissions, and compliance.
  • Assist our Customer Interaction team with complaints relating to our products and services.
  • Out of hours work may be required occasionally.
  • Contribute to the enhancement of the organisation's cyber security posture by collaborating with the team to strategise and plan for pen testing. Additionally, play a key role in preparing the company's desktop and server estate to meet Cyber Essentials and Cyber Essentials Plus standards.
Requirements:
  • Experience with incident management.
  • Able to demonstrate analytical problem-solving skills.
  • Effective communication skills, and proven ability to explain technical concepts to non-technical customers.
  • Excellent time management and ability to prioritise workload.
  • Able to build great relationships with the team, other teams, and suppliers.
  • Ability to work independently using own initiative as well as being a team player.
  • Good working knowledge of MS Office, PowerShell, and other similar tools.
  • A positive working attitude, approachable and responsive to requests for help in order to assist team members or other co-workers.
  • Preferably Bachelor's degree (or equivalent)
  • A qualification in IT would be advantageous