IT Service Desk Technician

Published by Neal Fowler on March 12, 2024
Salary: £28k + Bens! 
Industry: Information & Communication Technology
Remote Working: no
Employment Type: full time
Location: Worcester, United Kingdom

Job Responsibilities/Skills

  • Providing a pro-active 1st & 2nd line service helping staff to resolve queries and providing information to users on the progress of outstanding support calls.
  • Responding to, investigating and diagnosing incoming incidents and requests, received via the ITSM system or via the IT support phone line.
  • Triage and problem-solve 2nd line issues, escalating to senior support or 3rd line for guidance, support, and resolution where necessary.
  • Adhere to SLA's, keeping users updated at all times.
  • Leverage knowledge base to help users resolve their queries, work to identify new article requirements any required updates and assist with their completion.
  • Installing and configuring operating systems and software.
  • Maintaining the existing PCs and peripherals to agreed standards by performing upgrades and new installations, as well as carrying out routine procedures.
  • Maintaining a safe IT environment.
  • Assisting in the compilation and maintenance of an accurate inventory of hardware and software
  • Liaise with 3rd party support, for both hardware and software as appropriate
  • Assist IT team on projects and other areas as and when required
  • Be visible to the firm by adopting different support approaches such as phone, email, teams and in-person visits.
  • Traveling between offices where necessary
  • Participate in shifted work pattern and an out-of-hours support rota.
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