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3-6 month contract, inside IR35
We are seeking an IT Service Desk Technician to perform 2nd line support functions for our client's IT Service Desk, ensuring successful resolution of tickets and support for all client-side computing. This role is crucial in providing high-quality technical support across multiple sites, adhering to all Service Desk procedures and SLAs.
Day-to-day of the role:- Take ownership of requests from initiation through to resolution, including follow-up and closure as necessary.
- Diagnose and troubleshoot issues assigned to the Service Desk Technical Team, escalating when necessary.
- Ensure a high level of service quality to customers, maintaining excellent communication throughout the process.
- Responsible for setting up new, and rebuilding existing, laptops and desktops.
- Handle the installation and configuration of IT hardware and software.
- Research, recommend, plan, develop, and implement new IT solutions and technologies.
- Maintain up-to-date operational documentation.
- Act as the final contact point for the majority of incidents or requests, reducing the need for escalation.
- Certificate or Diploma in Computing (or equivalent).
- ITIL or equivalent qualifications would be advantageous.
- Extensive experience with using and administering computers.
- Strong understanding of ITIL methodologies.
- Proven ability in diagnostics and troubleshooting.
- Experience in administering a broad range of applications is desirable.
- Good working knowledge of Windows 10/11 OS, MECM/Intune, networking, and common applications.
- Proven knowledge of hardware including desktops, laptops, and soft phones.
- Knowledge of virtualisation, including desktop, and its benefits.
- Excellent problem-solving skills and ability to work well both independently and as part of a team.
- Ability to manage own schedule, tickets, and projects while managing priorities under pressure.
- Demonstrable initiative and a proactive approach to daily tasks.
