Help Desk Technical Support

Trimble Inc.; Newcastle upon Tyne; On-site; GBP 27,000 - 37,000; Full time

Job summary

Trimble Inc. in Newcastle upon Tyne is seeking an IS Help Desk Technician to be the face of Corporate Information Systems. You will provide on-site support to end users and collaborate with global IS teams to keep employees productive.

Key duties include desktop support, hardware/software deployment, ticket lifecycle management, and inventory control. Strong customer service, communication, and technical skills are essential in this fast-paced environment.

Qualifications

• 2–3 years of related IT help desk experience.
• Proficient in English (spoken and written).
• Experience with Windows, macOS, Linux and mobile devices.
• ITIL and CompTIA A+ certifications preferred.
• Excellent customer service and communication skills.
• Ability to document information in ITSM systems.

Responsibilities

• Provide on-site desktop support for end users in Newcastle.
• Deploy hardware and software to users.
• Maintain high level of customer service and professionalism.
• Coordinate ticket lifecycle and collaborate with IS staff.
• Troubleshoot hardware and devices (Dell, Apple, mobile).

Skills

Customer service

Communication

Problem solving

Technical skills

Troubleshooting

Education

ITIL Certification

CompTIA A+

Tools

Windows

macOS

Linux

Google Workspace

ITSM systems

Printer & conference room devices

Job description

Your Title: IS Help Desk Technician (IT Area)

Job Location: UK, Newcastle - on site

Our Department: Corporate Information Systems

About The Role

Are you interested in technology and enjoy solving problems so that customers can get back to work quickly and efficiently?

The IS Help Desk Technician is a key player on the front lines of Trimble Corporate IS. This position is perfect for someone looking to leverage their expertise in being the face of the IS department.

Not only do you provide help desk support services, you are also at the front line of our department and maintain the image and credibility of the department as a whole. Critical core competencies for this position are customer service, professionalism, communication, and strong technical skills.

The focus for this position is on service desk support, ticket queue coordination, process ownership, inventory control and project participation.

What You Will Do:

You will support a variety of end-users onsite in our Newcastle office. You will interface and collaborate with other IS departments to ensure that the office and users are working efficiently and that their technical needs are met. You'll provide world-class customer service and work with a cohesive global IS team.

• Support end users with desktop support and deployment of hardware and software.
• Display a high-level of customer service and professionalism.
• Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner.
• Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure.
• Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble's computer user community, with a specific focus on Dell, Apple, and various mobile phones and tablets.

Who You Are:

• Builds Trust: You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team.
• Customer-centric: You have a commitment to delivering genuine customer service.
• Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities.
• Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner.
• Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support.
• Sense of urgency: This is a fast paced environment which requires immediate attention to issues that may impact company revenue.
• Active listening: Analyze user feedback to streamline troubleshooting efforts.
• Adaptable: You are adaptable to new situations and problems and have a flexible mindset.
• Independence: Proactively address local issues using the analytics and administrative tools available.
• Tech savvy: You enjoy learning new technologies and supporting end-users with their technology experience.

What Skills & Experience You Should Bring:

• Ability to select from several predefined tools to solve problems.
• Ability to document technical information in ITSM systems and maintain ticket lifecycle management effectively.
• Ability to effectively communicate in English both verbal and written.
• Relevant IT certifications such as ITIL, CompTIA A+, etc.
• 2-3 years of related experience.
• Skills to set up, operate, and troubleshoot a wide variety of equipment and systems.
• Thorough experience with Windows, mobile devices, tablets, printers, conference room equipment.
• Basic network troubleshooting experience.
• Basic experience with macOS and Linux to deploy and troubleshoot the OS using existing tools and documentation.
• Experience with Google Workspace for enterprise collaboration is a plus.

At Trimble, our core values of Belong, Grow, and Innovate aren't just words they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.

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