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Help Desk Manager

1 month ago

Fleet, Hampshire, United Kingdom CV Library Full time

We are seeking an IT Service Delivery Engineer to join our team at CV Library. As an IT Service Delivery Engineer, you will be responsible for delivering high-quality technical support and services to our internal staff, ensuring their productivity and satisfaction.

Key Responsibilities

  • Deliver technical support and services to internal staff, ensuring timely resolution and minimal disruption.
  • Develop and maintain effective incident management processes, ensuring all data is recorded accurately within the ticketing system.
  • Administer M365, D365, and other Microsoft Power Applications, ensuring seamless integration and functionality.
  • Triage all incidents and escalate to next level support where required, ensuring timely resolution and minimal disruption.
  • Answer and resolve user desktop support requests, providing exceptional customer service and support.
  • Responsible for new starters and leavers (office equipment, networking, telephony, PC or laptop setup and new user creation), ensuring a smooth onboarding process.
  • Assist with all internal desk moves as and when required, ensuring minimal disruption and efficient relocation.
  • Perform ad hoc duties as and when required by line management, demonstrating flexibility and adaptability.
  • Ensure all Asset details and user accounts/licenses are managed in accordance with procedures & processes, maintaining accurate records and minimizing risks.
  • Evaluate and test new platforms and software when required, identifying opportunities for improvement and recommending changes.
  • Be involved in new deployment projects, collaborating with cross-functional teams to ensure successful implementation.
  • Explain technical details to non-technical stakeholders, communicating complex information in a clear and concise manner.
  • Gain exposure to our technical teams and Business, working closely with the Technical Support Team, Operations and Development, and sharing best practices.

Requirements

  • Possess in-depth knowledge of o365, Windows operating systems, and other Microsoft Services.
  • Demonstrate in-depth knowledge and administration of Dynamics 365 and other Microsoft Power Apps.
  • Have strong, hands-on experience with laptop/PC configuration and physical setup.
  • Display strong communication skills.
  • Exhibit a strong customer service approach and team player mentality.
  • Demonstrate a strong work ethic and ability to work in a dynamic work environment.
  • Show the ability to work in isolation, demonstrating clear accountability.
  • Have basic hands-on experience with Linux.
  • Demonstrate basic knowledge of Cisco, Ubiquiti, Aruba.

Estimated Salary: £32,000 - £38,000 per annum

CV Library offers a competitive salary package, including a range of benefits such as 23 days annual leave, regular team incentives and social events, discounts with major cinemas and retailers, life insurance, company pension, and unlimited access to learning platforms.