_{11th December, 2024}

By supporting business users and associated departments, this role ensures all incidents are analysed, resolved, and reported back in a timely manner.

The role offers a diverse day to day working experience with opportunity to support and work with Infrastructure services for onward development.

Main duties:

• Ensure all Desktop service desk incidents are appropriately prioritised based on impact, including triage and review of current call queues.
• Troubleshoot and resolve IT issues via phone, web, and in-person channels - Handling support requests by telephone, email or via service desk system.
• Review support request and manage/own through to resolution in a timely and professional manner, working with team members to share knowledge.
• Being integral in the diagnosis of reported faults and taking steps to resolve Hardware and Software issues.
• Ensure the reliable operation of client IT Hardware including PCs, Laptops and phones.
• Partner with IT and business personnel to discuss the impact of incidents on products and services.
• Provide business support around MS365 applications.
• Contribute to IT Desktop projects and investigations to enhance the IT services provided.
• Participate in supporting tasks and activities driven and led by the Infrastructure Team.
• Develop business support standards, processes and procedures, and guidelines for incident management in accordance with IT Strategy.
• Proactively engage with team members sharing and gaining knowledge on existing product and service technologies to aid the Teams performance and deliverables.
• Completing requested maintenance actions according to appropriate procedures.
• Produce, revise, and enhance IT procedures and documentation to support Desktop duties.
• Undertake evaluations of products, services or software that may enhance the desktop environment whilst balancing budget, security and product longevity.

• Minimum Level 3 Information Communication Technician certificate
• GCSE Maths and English

• Entry level work experience in IT service delivery
• Awareness of help desk ticketing software
• Passionate about prompt incident troubleshooting
• Strong customer service ethic
• Excellent verbal Communication skills
• Excellent analytical and problem-solving skills

• Highly motivated individual with initiative to achieve excellent support service.
• Flexible and hardworking.
• High interest in technology and always keen to learn how things “work”
• Innovative and passionate about delivering and maintaining an exceptional IT user experience.
• Enthusiastic, approachable with a sense of humour and willing to “pitch in” for the benefit of the team.