Deskside Technician - Aberdeen

ECS Resource Group Ltd; Perth; On-site; GBP 32,000 - 39,000; Full time

Job summary

ECS Resource Group Ltd is seeking a Deskside Technician in Peterhead, Aberdeen to provide first-rate desktop support and user IT resolutions. The role acts as an escalation point for issues not resolved at 1st Line, delivering in-depth diagnosis and technical resolutions for end users.

You will own incidents from start to finish, troubleshoot desktop issues, and work with the IT team to improve service delivery while maintaining excellent customer communication and professionalism.

Qualifications

• Excellent communication skills (written and verbal).
• Keen attention to detail.
• Organised and able to prioritise workloads and workflows.
• Approachable with outstanding customer service skills.
• Self-starter who can help formulate tactical plans.
• Experience in customer-focused environments; multi-vendor exposure advantageous.
• Experience in Desk Side IT support; knowledge of ITIL best practices.

Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end user issues, minimising downtime.
• Escalate complex issues to the 3rd Line team as needed.
• Keep users updated with clear communication and high service levels.
• Build relationships with users across the business and be a trusted IT contact.
• Collaborate with IT team; share knowledge and support others.
• Contribute to continuous improvement by identifying recurring issues and improvements.
• Follow IT processes and maintain a professional approach.
• Participate in team meetings and knowledge sharing.

Skills

Communication skills

Attention to detail

Organised

Customer service

ITIL Foundation

Desk Side experience

CompTIA A+

MS Office

Windows 10/365

Education

ITIL Foundation

CompTIA A+

Tools

MS Office

Windows 10/365

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+