1st Line Support
4 days ago
Have you recently completed an Apprenticeship or do you have an IT placement year from your time at university? A Top 100 Charity is currently recruiting for a 1st Line Support Engineer who will be responsible for the day-to-day support of their staffwithin a support function consisting of several layers of technical expertise within a 3500+ user base.
Role Responsibilities
- Provide telephone support for incidents and requests using remote access to users' systems.
- Record information in the Service Desk Management system.
- Install and configure IT hardware and software remotely and occasionally desk side.
- Provide simple training to users as part of telephone support.
- Assist with simple projects where required.
- Provide a role model for the Trainee Service Desk Analysts and Service Desk Analysts through delivery of high levels of customer service, adherence to procedures, attention to detail and proactive customer management.
- Provide regular feedback on local IT processes and promote changes and improvements in line with ITIL where required.
- Be able to accept shipments of hardware, both to be configured and shipped back out to users and faulty hardware to repair.
Skills Required
- Windows 10 support experience.
- Office suite (Outlook, Word etc) support experience.
- Basic Understanding of networking (TCP/IP).
- Knowledge of Active Directory and user administration.
- Knowledge of Office 365.
- Awareness of data security principles and process.
- Awareness of ITIL processes.
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