IT & Telecoms Technical Support Specialist

3 weeks ago


Colchester, Essex, United Kingdom Spicerhaart Group Ltd. Full time

Role Overview

We are seeking a highly motivated and skilled IT & Telecoms Service Desk Analyst to join our dynamic team. As a Service Desk Analyst, you will be the first point of contact for our branch network users, providing exceptional customer service and technical support.

Key Responsibilities

  • Provide first-line support for IT and telecoms-related issues, including troubleshooting and resolving technical problems.
  • Investigate and resolve both IT technical problems and telecommunications faults.
  • Log all calls within our SysAid ticket management software and provide accurate classification of incidents and requests.
  • Record solutions within our incident management system and maximize the effectiveness of the system and IT support function.
  • Manage and own internally escalated support tickets within SysAid to 2nd line support, infrastructure, and external referrals.
  • Work within given SLAs, maintaining a good quality of service across the group.
  • Assist staff using remote support software to diagnose and fix all IT-related issues.
  • Provide desktop support to all group services departments.
  • Manage Active Directory user accounts.

Requirements

  • Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA, or equivalent qualifications.
  • Preferable Windows 2008/2012 Active Directory and group policy knowledge.
  • Excellent customer service skills and a flexible approach to working hours.

Benefits

Working at our Head Office offers a great work environment, with access to state-of-the-art technology and cutting-edge security systems. On-site facilities include a cafe and relaxation area, where free hot drinks and subsidised food can be purchased.



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