First Line IT Support Technician

2 weeks ago


Belfast, United Kingdom Recruitment Partnership UK & Ireland Full time

About the company

Company Overview

We are a leading recruitment agency, Recruitment Partnership UK & Ireland, providing expert solutions to businesses across various industries. Our team of experienced recruiters works closely with clients to understand their needs and deliver tailored services that meet their requirements.

Job Description:

  • Provide first-line technical support to our users, ensuring their IT systems operate as expected.
  • Record and manage incidents and service requests in our IT Service Management (ITSM) platform.
  • Conduct thorough troubleshooting and document results before escalating to technical teams.
  • Maintain up-to-date incident/service request records, adhering to service level agreements (SLAs) and keeping users informed of progress.
  • Assign unresolved incidents and requests to relevant teams with detailed handover notes.
  • Manage new staff onboarding/offboarding, including IT equipment provision, account setup, and coordination with other IT teams.
  • Update the asset register within the ITSM platform for end-user equipment.
  • Ensure timely responses to calls, meeting agreed SLAs.
  • Foster relationships with site users, ensuring their IT systems operate as expected.
  • Notify technical teams of critical issues impacting users.
  • Provide guidance, mentorship, and training to team members as needed.

Requirements:

  • Proven experience as a first-line Service Desk Analyst.
  • Familiarity with Citrix Administration, Office 365, Document Management Systems, ITSM ticketing platforms (SD+ is an advantage), IP Telephony, Active Directory Administration, Exchange Administration, Microsoft Teams Room, and Intune.
  • Knowledge or experience in troubleshooting hardware (both remotely and locally).
  • Ability to guide users through troubleshooting steps over the phone.
  • Strong organizational skills, with a proven track record in a demanding support environment.
  • Passion for IT support.
  • Excellent customer service skills.
  • Ability to prioritize and execute tasks effectively in high-pressure situations.
  • Commitment to supporting the company's growth and success.
  • Understanding of security principles and their application in today's IT landscape.
  • Strong commitment to delivering excellent customer service.
  • Excellent teamwork and collaboration skills.
  • Willingness to learn and continuously develop skills.
  • Experience working in an ITIL environment is an advantage.

Benefits:

  • A competitive salary range of £35,000-£45,000 per annum.
  • A comprehensive benefits package, including health insurance, pension scheme, and annual leave.
  • Opportunities for professional development and career advancement.


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