Deskside Technician - Aberdeen

ECS Resource Group; Perth; On-site; GBP 21,000 - 35,000; Full time

Job summary

ECS Resource Group in the United Kingdom is seeking a Deskside Technician to provide hands-on desktop support in the Aberdeen region, escalating complex cases to the 3rd Line when needed.

You will manage incidents from start to finish, communicate clearly with users, and contribute to IT service improvements while collaborating with IT colleagues across the business.

Qualifications

• Excellent communication skills (written and verbal)
• Keen attention to detail
• Organised and able to prioritise workloads and workflows
• Approachable with outstanding customer service
• Self-starter able to formulate tactical plans
• Experience within the customer-related industry
• Experience in a multi-vendor environment on complex infrastructure is advantageous
• Desirable experience negotiating difficult situations to a successful conclusion
• Knowledge of ITIL best practice and ITIL Foundation
• Microsoft Office/Windows 10/365 familiarity
• CompTIA A+ certification

Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end user issues, minimising downtime.
• Investigate issues thoroughly and escalate to the 3rd Line team when required.
• Keep users updated with clear communication and high level of service.
• Build relationships with users and be a trusted IT contact across the business.
• Collaborate with IT peers and share knowledge to support others.
• Contribute to continuous improvement by identifying recurring issues.
• Follow IT processes and maintain professionalism and a positive approach.
• Participate in team meetings and knowledge sharing to develop the wider IT function.

Skills

Communication

Attention to detail

Organised

Customer service

Self-starter

Industry experience

Multi-vendor environment

Negotiation

ITIL

Windows/Office

CompTIA A+

Job description

Deskside Technician

Location: Peterhead, Aberdeen

Salary: Up to £35,000 Per Annum

I am working with one of the leading Managed Services Providers in the UK who have an excellent track record of supporting private and public sector clients all over the UK. They are a business with an excellent track record in transforming organisations via high-performance technology solutions. Their people are at the very heart of what they do as they enable workflow, remove barriers and empower users all over the UK.

They are currently looking for a Deskside Technician to join their team and act as an escalation point for issues which cannot be resolved at 1st Line level. The successful applicant will provide in-depth diagnosis and technical resolutions of IT problems for the end users and customers.

Key Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end user issues, helping to keep users productive and minimise downtime.
• Investigate issues thoroughly and escape more complex problems to the 3rd Line team where required.
• Keep users updated throughout, providing clear communication and a high standard of customer service.
• Build strong relationships with users across the business and become a trusted point of contact for IT support.
• Work closely with colleagues across the IT team, sharing knowledge and supporting others when needed.
• Contribute to continuous improvement by identifying recurring issues and opportunities to improve service delivery.
• Follow agreed IT processes and procedures while maintaining a professional and positive approach.
• Play an active role in team meetings, knowledge sharing and the ongoing development of the wider IT function.

Skills & Experience Required

• Excellent communication skills (written and verbal)
• Keen attention to detail.
• Organised and able to prioritise workloads and workflows.
• Approachable and demonstrate outstanding customer service skills.
• Self-starter who can help to formulate tactical plans to achieve department strategy.
• Experience within the customers related industry,
• Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.
• Demonstrable experience negotiating difficult situations to a successful conclusion.
• Previously worked within a Desk Side environment and understand ITIL best practice.
• ITIL Foundation
• Microsoft Office/Windows 10/365
• Comptia A+