Position Overview & Specifications

To provide technical IT support to customers; providing excellent customer service, technical support and effective communications about technology.
Is the first point of contact within IT and provides first time fixes to the customer in all elements of I.T.
Handling telephones calls and managing tickets logged on a customer portal
The role will involve working in head office and at customer locations as required
Handover incidents that cannot be resolved at 1st line to 2nd line support teams.
Perform analysis, diagnosis and resolution of problems for end-users, recommend and implement corrective solutions, including off-site repair for remote users as required.
Provide laptop, desktop, citrix, server & apple support to our customers.
Configuring/reimaging hardware (desktops & laptops windows & Macs).
Represent the Service Desk in project involvement and ensures all tasks allocated to the Service Desk on that project are carried out correctly and delivered on time.
Shift procedure checks. E.g. backup, server, network checks.
Carry out authorised Software Installations and IT Support via Remote Control.
Account management within Active Directory and Office365
Antivirus installation to all desktops and laptops.
Monitor alerts via remote monitoring tools and report any errors to 2nd line support
Ability to follow processes.
Escalates any re-occurring incidents to the Service Operations Manager.
Meet Service Level Agreements (SLA).
eLearning Training Scheduled training with salary increases for exam passed. For example train and pass MS-100 and receive £500 salary increase

Working Patterns

We work Monday to Friday (excluding bank holidays). Supported hours for are customers are are from 7am - 6pm meaning a shift pattern is required. Below are the shifts you would be on a rota for;