IT Service Desk Technician

Copello have partnered with an established engineering business based in Fareham, in the recruitment of an IT Service Desk Technician.

Please note candidates MUST be eligible for SC Clearance.

Responsibilities:

• Providing technical assistance for questions and problems
• Responding to queries via chat, email, or phone
• Resolve hardware and software issues, including installation, configuration, and troubleshooting of desktops, laptops, printers
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues / requests
• Installing or changing software to fix issues or fulfil requests
• Remotely accessing hardware or software for clients to make changes and fix problems
• Using an ITSM tool to manage IT tickets
• Working with other IT team members to provide timely customer resolutions and to identify potential incidents
• Building and issuing IT equipment

Skills and Experience:

• Entry level qualification (BTEC, CompTIA, Degree or apprenticeship) in a computing related field
• Ability to perform remote troubleshooting and IT Assistance
• Ability to use an ITSM tool to manage tickets
• Ability to provision and support IT Equipment
• Understanding of IT Reporting, SLAs and KPIs
• Experience in a customer facing role
• Understanding of technology principles e.g. Active directory, M365, SharePoint, Power platform, networking, management of mobile devices, provision of IT equipment

Desirable:

• Microsoft Certification
• Providing support technical or otherwise over the phone and using a CRM/ITSM system to manage customer interactions
• ITIL Foundation or ability to work towards

This role will be based in Whiteley working on shift rotations (37 hours per week) between 8:00-18:00.

The salary on offer for this position is between 23K-26K plus benefits.