Service Desk Support Technician

Responsibilities

• Provide customer support and manage service desk incidents from start to finish.
• Track and assign open incidents, working with service desk colleagues regionally to resolve outstanding issues.
• Make active use of ITSM software and asset tracking applications.
• Troubleshoot desktops, laptops, printers and software.
• Evaluate new software and hardware solutions, and install and test new software.
• Keep a full inventory of software and hardware, ensuring it is always up to date.
• Administer the Microsoft Windows network, including user rights, and adding or removing users.
• Provide Microsoft 365 administration and end user support.
• Perform backup functions, monitor backups and prepare backup tapes for off-site storage.
• Manage IT user documentation.
• Undertake training and development to stay current with new and emerging technologies.
• Identify IT training needs and liaise with HR to make sure the right courses are made available.

Requirements

• Customer focused, with a genuine commitment to meeting the needs of internal and external customers.
• Strong time management, with the ability to focus effort on the most important priorities.
• Comfortable with ambiguity and able to adapt well when things change.
• Action oriented, with energy for hands on, hard working tasks.
• Experience with IT service desk support.
• Knowledge of Microsoft O365 and desktop applications.
• Knowledge of enterprise backup software.
• Knowledge of a Citrix environment.
• Experience working in a highly regulated environment.
• Knowledge of Microsoft SharePoint.
• NICE TO HAVE ITIL Foundation certification.
• Exposure to endpoint management tools such as Intune or SCCM.
• Basic knowledge of Windows Server builds and networking (DNS, DHCP).
• Familiarity with virtualisation platforms such as Hyper-V or VMware.