IT Helpdesk Technician

Job Summary
My Client is seeking an IT Helpdesk Technician for a 12-month fixed term contract whose principal role will be to provide first- and second-line support to users both in the UK and overseas; handling incoming calls, escalating and managing Helpdesk issues in a timely and professional manner. Technicians will support users via remote control tools as well as in person and provide end user training where required. There is also a requirement to support the Operations team and contribute to IT project work throughout the year. This role has the exciting opportunity to support Staff as they prepare to move to a brand-new office building. The successful candidate will be committed to providing a high level of service and deliver a first-class customer experience to help staff settle into a new environment.
 
Key accountabilities:

• Troubleshooting all IT issues in a timely manner
• Ensuring all IT helpdesk requests are logged using helpdesk software
• Desktop and laptop support for Windows 10, Windows 7 and Mac OSX
• Support of printers, mobile devices, telephony and hardware
• Imaging new computer equipment and migrating existing user data
• Setting up video conference meetings and assisting participants
• Active Directory configuration and management (user account creation, password resets and security groups) as per guidelines
• Liaise with third party suppliers for fault resolution when appropriate
• Provide IT inductions for new staff members
• Implementation of IT projects as required
• Completing internal user equipment moves
• Ensure licensing compliance for all software purchased and recorded as per procedures
• Aid the Operations Team as required
• Liaising with IT Procurement manager to ensure adequate stock of consumables are maintained
• Keeping up to date with the latest technologies and developing new ideas

 
Experience:

• Previous experience in an IT support environment or similar experience in an end user environment
• Experience in a customer facing, service delivery role
• Experience in supporting a Microsoft SharePoint environment would be advantageous

 
Technical skills:

• Experience in Office 365 administration would be advantageous
• Knowledge of IP Phone infrastructure 
• Previous experience with Mitel solutions is desirable
• An understanding of networking fundamentals and IT Infrastructure (DHCP, DNS, IPv4 etc.)
• An interest in IT and a drive to develop new skills
• Organisation skills
• Strong problem-solving skills
• The ability to work effectively in a busy office environment
• Good organisational and time management skills are essential
• A commitment to delivering a high standard of customer service

 
Education & qualifications:

• Educated to A level in IT or related subject or equivalent experience
• Microsoft Certifications MTA, MCSA etc. would be advantageous
• ITIL foundation certification is desirable

 
Personal characteristics:

• Must have a passion for delivering an excellent customer experience
• Strong ability to show initiative and proactively solve potential problems before they arise
• Must possess cultural awareness and sensitivity
• Ability to recognise sensitive information and always maintain discretion and confidentiality
• Have an enthusiastic, positive and flexible attitude with a can-do approach
• The ability to work both independently and as part of a team is essential
• Must have the ability to develop and maintain good working relationships with users at all levels
• Must be flexible enough to provide out of hours support when required

 
Please note:Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.
 
Please notethat no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.