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Job Title: Service Desk TechnicianReports to: Service Support Team Leader3 days a weekDepartment: TechnologyLocation: E15 2GWResponsibilities:* Software & Hardware Support: Assist staff with MS 365, Azure, Dynamics, EPOS systems, gift aid technologies, printers, laptops/tablets, and peripherals.* Resource Management: Support HQ meeting rooms, maintain instructional materials, manage loan equipment, and maintain an inventory.* Training: Conduct inductions and basic training for new staff.* Incident Management: Ensure timely resolution of calls and tickets, and support users per departmental procedures.* Process Improvement: Follow and implement ITIL processes, propose changes, and work on service improvement plans.* Collaboration: Work with internal teams and external partners on network performance, connectivity, and new platform support.* Task Ownership: Take responsibility for assigned tasks and meet objectives.Key Competencies:* Maximize team potential through continuous learning.* Develop staff within HR and operational policies.* Utilize volunteers appropriately.* Engage in monthly team meetings and report on key issues.Person Specification:Qualifications:* GCSE grade C or above in Maths and English.Essential Knowledge and Experience:* Previous IT Support Role experience.* Ability to diagnose and remedy system faults.* Proficient in MS 365 and previous versions.* Knowledge of Windows 10, Windows 7, Active Directory, and IT system security.* Service Desk or Desktop support experience.Desirable Knowledge and Experience:* ITIL v3 foundation.* Service Desk Institute training.* Certifications: MCSA, MCSE, MCP, MCITP, CCNA.* Understanding of the basics of Azure, Power BI and data analytics* Understanding of the social model of disability* Experience of working with assistive technology.Skills and Competencies:* Thorough knowledge of Microsoft Windows OS, Office suite, and common Microsoft technologies.* Knowledge of ADSL routers, firewalls, printers, and common computer equipment.Scope Behaviours:* Taking Responsibility: Show concern for the customer and follow through on commitments.* Solving Problems: Support team in developing new ideas.* Valuing Customers: Engage with customers using appropriate approaches.* Working as Part of a Team: Manage differences constructively and value diversity.This concise job description outlines the key responsibilities, competencies, and requirements for the Service Desk Technician role at Scope.
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Computer Futures, a trading division of SThree Partnership LLP is acting as an Employment Business in relation to this vacancy | Registered office | 8 Bishopsgate, London, EC2N 4BQ, United Kingdom | Partnership Number | OC387148 England and Wales
