IT Service Desk Specialist

3 weeks ago


Gloucester, Gloucestershire, United Kingdom TAKKT AG Full time
Job Title: IT Service Desk Engineer

As a key member of our IT team, you will play a vital role in delivering exceptional IT service to our organization. Your expertise in IT services, problem-solving, and communication will contribute to the smooth operation of our workplace technology.

Responsibilities:
  • Manage and prioritize requests for the "Workplace" module
  • Analyze error patterns and identify root causes
  • Monitor IT services for anomalies and perform problem analysis
  • Resolve requests for known problems and escalate to 2nd level support for new issues
  • Document solutions and comment on requests
  • Keep customers informed about request status
  • Install and deliver workplace devices, including laptops and mobile devices
Requirements:
  • 3+ years of experience in L1 IT support with a hands-on approach
  • Experience in supporting a M365 user environment
  • Knowledge of mobile device management, including Android and iOS devices
  • Experience with ITIL and ITSM tools
  • Preferred but not mandatory: experience in supporting IT in a warehouse environment and MacOS devices
Additional Expectations:
  • Evaluate tickets and propose solutions for automation and process improvements
  • Identify pain points from a service perspective and advocate for optimization
  • Collaborate with 2nd level departments for integration
  • Facilitate knowledge exchange between 1st and 2nd level support teams
  • Collaborate effectively across all groups/departments within the organization
What We Offer:
  • A competitive salary with the potential for a great bonus
  • A 4.5% contributory pension scheme
  • 23 days' holiday (plus bank holidays and your birthday)
  • Flexible/hybrid working arrangements
  • Up to four weeks of workation
  • Access to a cross-company network and individual training
  • A further training budget
  • Death in service of 4 x your salary
  • Shopping discounts through Salary Extras
  • Free eye tests for VDU users
  • Access to private GP 24/7 and Employee Assistance Programme


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