Technician, Service Desk - It

The Technician, Service Desk will be the 1st point of technical resource for users, ensuring solutions of escalated issues are achieved with a suitable outcome. The role is focused upon day to day delivery of technical support within a fast-paced environment with attention to detail and accuracy. The nature of the business requires a high level of problem-solving ability, time management and initiative.
Duties may include but not limited to:
 Taking ownership of incidents and managing them in a logical and methodical manner
 Ensuring all incidents are progressed & cleared within SLA - escalating to other internal and external teams as appropriate
 Installing and supporting Windows Desktops in a workgroup or Active Directory domain
 Troubleshooting, diagnosing and repairing or replacing computer hardware
 Troubleshooting, diagnosing and resolving 1st level incidents
 Following network security procedures for the purpose of Adds, removes, and changes for network users
 Documentation and updating knowledgebase
 Establishing and maintaining contact with vendors for support and problem resolution
 Proactively contribute to continuous service improvement through identification of process improvements and problem prevention
 Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
 Identifying and recommend solutions for repeat issues or service risks into service management teams
 Ensuring effective management of issues raised via telephone, email, self-service and face to face and handling the resulting incidents or service requests, using agreed incident management and request fulfilment processes
 Conducting IT trouble/incident ticket reviews
 Investigating documentation for resolution of known problems
 Monitoring server and network services and escalating through given workflow procedure