ICT Technician - Service Desk - 2nd Line Suuport

Summary: The ICT Technician role focuses on providing technical support as a single point of contact for end users, ensuring efficient ICT service performance. The position involves handling incidents and requests, managing user accounts, and supporting ICT engineers. The technician will also engage in continuous skill development to resolve issues effectively at the first point of contact. Specific projects may also be assigned to the role as needed.

Key Responsibilities:

• Work as part of a team to handle incoming ICT incidents and requests by logging contact into the ICT Service Desk
• Handle 2nd Line administrative support for ICT Engineers
• Continually develop ICT skills and knowledge to enable the completion of incidents at the first point of contact
• Manage own caseload of incidents, prioritise, triage and complete as many as possible at first point of contact in an efficient and effective manner
• Initiate the ICT Service Request process in response to user request and where possible fulfil these service requests
• Manage the Service Communications process including obtaining relevant approvals, distribution of messages and updating of tools
• Manage the User Account Management lifecycle including creation, updating and removal

Key Skills:

• Qualifications: Holds NVQ3 or equivalent A levels/HNC/HND
• Knowledge: Advanced knowledge and theory appreciation of key concepts, skills and competencies required to deliver professional and effective support
• Experience: Significant period of working in a relevant role or environment
• Expertise: Regular and extended use of a range of standard software eg competent secretarial use of Word, full presentations in PowerPoint, Excel spreadsheets with standard formulae and techniques. Use of straightforward macros, advanced tools.
• ECDL

Salary (Rate): £19 per hour

City: undetermined

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT