Service Desk Technician

23 hours ago

London, United Kingdom ACM Resourcing Ltd Full time

**Service Desk Technician**

We are working on an exciting new opportunity for a 2nd Line Service Desk Technician to join an MSP how provide high-quality IT services to our portfolio of clients operating in the creative industries of Film, Audio/Video, Creative Design, Fashion, Architectureand more.

**The Role**:
You will be a 2nd Line Service Desk Technician and your key responsibility will be to provide exceptional Service Desk support. You are required to work efficiently, effectively and as part of a dedicated team, demonstrating strong technical, troubleshooting,and analytical skills, as well as a productive work rate.

**Experience**:

- At least 2 -3 years of experience as a Service Desk Technician supporting small to mid-sized (SME) companies - preferably companies within the creative sector
- Experience working within an IT MSP environment is beneficial but essential
- Experience providing support via the telephone and remote control to users in the creative industries (Design, AV, Fashion, Architecture) that run the Mac platform
- Familiar with working with SLAs to meet customer and contractual obligations
- Experience working with ITIL-led ITSM or PSA tools
- Experience working with agent-based Remote Monitoring & Management tools

**Skill-set**:

- Experience of end-user support to be considered for this role
- A good understanding of technical infrastructure from desktop to Firewall/Router
- Familiar with ITIL framework and customer service principles desirable
- Experience supporting the Mac platform in a business/creative environments and a creative workflow advantageous
- Working knowledge of Active Directory at a user management level.
- Experience joining a Windows workstation to an Active Directory domain
- Experience working with MS Windows OS is desirable
- Experience with structured networking and patching
- Understanding of TCP/IP, Subnet, DNS and Gateway configuration on desktops and laptops.
- Good understanding of typical network devices (Switches, Routers, Firewalls, WAPs, VPN)
- Understanding and ability to set up a remote worker on a VPN connection
- Experience with cloud service technologies such as Azure, Office 365 and Google Apps for Business advantageous

**Personal**:

- Excellent customer relationship skills and the ability to develop a great rapport with customers
- Excellent written & verbal communication skills with the ability to express yourself clearly
- The ability to understand and assess customer requirements
- Flexible, confident and able to work independently and as part of a team
- Have excellent time efficiently and organisational skills and be able to prioritise work
- Be able to work to high standards under pressure and adapt to different demanding situations
- Thorough and detail-oriented with the ability to maintain system records accurately
- The ability to think logically and possess strong analytical and problem solving skills

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