Service Desk Support Specialist

1 week ago

Liverpool, Liverpool, United Kingdom ARO Full time
Job Title: Service Desk Support Specialist

Location: Office based

Salary: £22,000 - £25,000

Contract type: Permanent

About the role

We are seeking a highly skilled Service Desk Support Specialist to join our IT Operations Centre team. As a Service Desk Support Specialist, you will be responsible for providing 1st line support to our national client base, working alongside 2nd and 3rd line network, security and infrastructure engineers.

Your key responsibilities will include:

  • Investigating, diagnosing, and resolving issues in system and application monitoring using troubleshooting tools and techniques.
  • Analysing and performing migration of systems/applications into the customer's central monitoring environment in accordance with established procedures.
  • Providing exceptional customer service in person, via phone, and email as appropriate.
  • Monitoring alerts from PRTG and transferring knowledge to colleagues.
  • Supporting Continuous Improvement process on the tools and processes implemented.
  • Providing cover within the NOC team for the IT engineers in their absence.
  • Ensuring the day-to-day operations of the monitoring and reporting infrastructure.
  • Providing/maintaining interfaces between monitoring, reporting, service level management and asset management tools.

Requirements

We are looking for a highly skilled and experienced Service Desk Support Specialist with:

  • Working up to date knowledge of Windows Server OS, Active Directory, and LAN concepts.
  • Good overall IT Skills.
  • Ability to communicate and understand complex technical information.
  • Ability to explain technical issues in a non-technical way.
  • A high level of customer service and telephone skills.
  • Ability to work unsupervised and manage own time and workload.
  • Demonstrate developed problem-solving skills.
  • Good verbal and written communication skills.
  • Inquisitive and enthusiastic.
  • Professional and composed.
  • Able to learn from others or use resources on the internet.
  • Previous experience with monitoring IT production systems is essential.
  • Experience of troubleshooting issues is also essential.

Benefits

We offer a wide range of benefits and incentives to our employees, including:

  • 'Design Your Life' training and development programme.
  • Flexible working.
  • Company Pension Scheme and matching contributions.
  • Company Perks portal.
  • Private Medical insurance.
  • Life assurance.
  • 25 days holiday plus bank holidays plus holiday trading.
  • Your Birthday off, on us.
  • Health Club and Wellbeing Scheme.
  • ARO Shares after 12 months employment.
  • Employee Assistance Programme.
  • Technical Training Academy and E-learning.

We are an equal opportunities employer and welcome applications from all qualified candidates.

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