1st / 2nd Line Support Technician - IT Helpdesk - Service Desk Engineer

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1st & 2nd Line Support Engineer / IT Helpdesk / Service Desk Technician who has experience supporting and troubleshooting Windows 10, SharePoint and Microsoft Office software with excellent communication, organisation and time management skills and previous experience working within an IT support role is required for two Local Authorities' shared IT service.

SALARY: £24,279 - £26,611 per annum + Benefits

LOCATION: Candidates can work from either at Andover or on occasions Winchester. Travel to these two main sites and other locations will be required regularly

JOB TYPE: Full-Time, Permanent

HOURS: 37 hours per week

JOB OVERVIEW

We have a fantastic new job opportunity for a 1st & 2nd Line Support Engineer / IT Helpdesk / Service Desk Technician who has experience supporting and troubleshooting Windows 10, SharePoint and Microsoft Office software with excellent communication, organisation and time management skills and previous experience working within an IT support role.

Working as the 1st & 2nd Line Support Engineer / IT Helpdesk / Service Desk Technician you will help the team deliver all IT first line support services to staff and members, ensuring all key performance indicators and service level agreements are met or exceeded.

As the 1st & 2nd Line Support Engineer / IT Helpdesk / Service Desk Technician, you will adhere to ITIL disciplines and have excellent organisational and time-management skills requiring minimal supervision. You will also be capable of escalating problems and working in a team to meet all set objectives.

The successful candidate will have a great opportunity to join a committed team in a dynamic environment dedicated to providing high quality services.

APPLY TODAY

If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.

DUTIES

Your duties and responsibilities as the 1st & 2nd Line Support Engineer / IT Helpdesk / Service Desk Technician:

Log and resolve all calls to the Service Desk up to a specialist second line level. Troubleshoot issues remotely to minimise service disruption and reduce unnecessary desk-based visits

Ensure systems are secured with changes to user accounts from starters, leavers and other role-based changes. Work with the other IT teams to ensure all assets are returned and updated

Achieve Call Queue Targets and ensure action is taken to meet SLA's and KPI's

Respond to all user communications using a mixed variety of technologies to meet the business needs. Identify, update and provide guidance on new self-help services and user support reference guides and training needs

Gather and submit statistics to contribute towards Service Support Reports

Achieve all Continuous Service Improvement targets set by the Service Desk Manager. Promote and share ideas and trends on user behaviour and any system outage patterns to improve the customer experience

Assist with the training, support and guide new Service Desk staff and temporary contractors working with the Service Desk Manager to meet service demands

IDEAL CANDIDATE REQUIREMENTS

Essential

4 GCSE's at a minimum of Grade C including Mathematics and English or equivalent

Advanced understanding of Microsoft Office software

Basic Microsoft Windows 10 operating system knowledge

Working within an IT support or customer support role

Proven experience of using Windows 10, SharePoint and Microsoft Office software

Basic Experience using Richmond Service desk software or an alternative

Ability to communicate information effectively to a wide variety of users, IT staff and managers

The ability to work as part of a team to support IT users and resolve incidents

Able to learn, adapt and support new technologies to improve service delivery

Able to record call logging information accurately

Customer focussed and consistently adopts a positive attitude

Able to remain calm when under pressure and escalate calls by following agreed procedures

A quick learner and able to understand technical IT instructions

Actively promotes effective and efficient working by displaying excellent time and priority management

Must be able to travel to Hampshire-wide locations and occasionally to further locations some of which may not be easily accessible by public transport

Desirable

IT Infrastructure Library (ITIL3 or above) Foundation or equivalent level of experience

Experience in general documentation of IT systems

Able to update user support documentation

Available to work out of hours on occasions to complete IT maintenance tasks

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV's of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

PLEASE NOTE: CVs MUST be attached to your email job application in Microsoft Word or PDF format for our systems to process your application correctly, rather than your CV copied and pasted into the body of the email.

JOB REF: AWDO-P5378

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