IT Service Desk Technician

1 week ago

Lincoln, Lincolnshire, United Kingdom PIB Group Full time

About the Role:

We are seeking a skilled IT Service Desk Technician to join our team at PIB Group. As a key member of our IT department, you will be responsible for providing first-line support and assistance with service requests, problems, and incidents related to IT services and infrastructure.

The primary objective of the IT Service Desk is to ensure the performance and cost-effectiveness of our technology, application, and infrastructure solutions. This involves promptly identifying and resolving outages or performance issues, providing first-line support to end-users, and ensuring minimal disruption to business operations.

In addition, this role will also provide IT support and administration to all back-office systems, which includes bespoke Insurance and Referencing systems. You will also oversee desktop environments for the Group and offer technical assistance to external customers, primarily letting agents and landlords.

Responsibilities:

  • Manage service requests, incidents, and problems from start to finish, including logging, prioritizing, responding promptly, providing regular updates, and achieving resolution.
  • Provide timely support for hardware, software, access issues, and essential bespoke internal applications.
  • Ensure strict adherence to agreed Service Level Agreements (SLAs), both internally and externally, and handle any breaches by following escalation procedures.
  • Escalate complex issues to the Service Desk Manager, Infrastructure Manager, or other relevant IT teams as necessary.
  • Proactively identify and address trends related to Service Management to enhance the overall user experience.
  • Execute the starters, movers, leavers equipment process, ensuring alignment with predefined group policies.
  • Maintain appropriate auditing, monitoring, and reporting mechanisms for all relevant services.
  • Act as the principal point of contact between internal end-users and external suppliers, fostering strong working relationships and efficient processes.
  • Work independently and collaboratively within the team to ensure tasks are executed with precision, accuracy, and cost-efficiency.
  • Maintain and support the IT hardware and software desktop environment.
  • Have a strong focus on continual service improvement.
  • Assist in the development of Service Desk processes, policies, and documentation.

Requirements:

  • GCSE Maths and English (or equivalent).
  • Awareness of ITIL processes and other industry standards & best practices.
  • Demonstrable experience within a busy IT support environment.
  • Extensive knowledge of computer hardware systems.
  • Familiarity with general OS systems and Office Software.
  • Practical experience of SQL primarily MySQL 4 and 5.
  • Technical Support/Problem Solving skills.
  • Incident Management and Request Fulfilment.
  • Knowledge of Microsoft, Android and iOS systems and technology.
  • Working within a matrixed team.
  • Proactive problem solver and independent thinker.
  • Structured and organised - can prioritise and manage a demanding and agile workload.
  • Excellent communication and stakeholder management capability.
  • Good attention to detail and ability to think laterally.
  • Resilient and positive attitude.
  • Flexibility to travel.

What We Offer:

  • Competitive salary.
  • Competitive holiday allowance with the annual option to buy additional days.
  • Death in Service benefit of x4 salary.
  • Company pension scheme.
  • Enhanced maternity and paternity leave packages.
  • A flexible benefits package which allows you to add additional benefits to your overall package.
  • Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more.
  • Referral schemes.
  • Discounted rates on PIB products.
  • We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more.
  • If supporting the local community, engaging with charities and having the opportunity to 'give something back' interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
  • We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose.
  • PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development.
  • Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity.
  • PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB's carbon footprint.

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