IT Service Desk Support

Confidential; England; On-site; GBP 27,000 - 32,000; Full time

Job summary

We are seeking an IT Service Desk Specialist to deliver high levels of service across client businesses. You will be the first point of contact for internal IT queries, capture details in tickets, and strive for timely outcomes via our ITSM tool, phone or in person.

The role involves 1st line support (40%) and 2nd/3rd line support (60%), handling hardware requests, SharePoint, M365, Entra, Intune, and IT projects.

Qualifications

• GNVQ/NVQ Level 2 qualification or equivalent.
• 6 GCSE/O level passes including English and Math.
• CompTIA A+ certification.
• CompTIA Security+ certification.
• MCSA Windows 11 certification.
• Full UK Driving Licence.
• Ability to pass DBS checks.

Responsibilities

• Be an escalation point to IT Support Technicians and other IT colleagues.
• Providing 2nd/3rd line IT Support across client businesses.
• Managing tasks and projects per IT Management direction.
• Answering inbound calls and recording IT issues with outcomes and timestamps.
• Monitoring, maintenance, and improvements of servers and systems.
• Administration of SharePoint, M365, Entra, Intune.
• Contributing to Halo ITSM platform enhancements and IT projects.
• Travel to remote sites on a rota with colleagues.

Skills

Communication

Time management

Customer service

Team player

Proactive attitude

Education

GNVQ/NVQ Level 2 or equivalent

GCSE/O level passes including English and Math

CompTIA A+

CompTIA Security+

MCSA: Windows 11

Full UK Driving Licence

DBS checks

Tools

Halo ITSM

Job description

We are looking for an IT Service Desk Specialist to add and continue to provide high levels of servcie across clients multiple businesses.

The duties of the IT Service Desk Specialist include being a reference point for all IT related queries from internal users, ensuring all information is captured into a defined ticket, together with desired outcomes. This also includes managing the support queue, delivery exceptional service when dealing with requests that arrive via a ticket into our ITSM tool, telephone or face to face.

The IT Service Desk Specialist will be involved with majority of break/fix IT issues either directly or an escalation point to our IT Support Technicians.

This role is estimated 1st line Support (40%) and to be 2nd and 3rd line support (60%). This may change during busy periods or when working on projects.

Responsibilities

As an IT Service Desk Specialist your responsibilities will include:

Main job duties

• Completing allocated tasks to a high standard
• Supporting with new hardware requests, setup (When required).
• Completing assigned project work to a high standard.
• Answering inbound calls, recording IT issue requests within a ticket, with desired outcome and time taken. (During busy periods)
• Include monitoring, maintenance and improvements of all Servers, Systems.
• Administration of SharePoint, M365, Entra, Intune.
• Working on initiatives and improvements to our Halo ITSM Platform
• Working on Projects and implementations of new IT Systems / Projects for IT Improvements.
• Working on Automation, scripts, tooling for IT Support Technicians to utilise.

Daily Job Duties

• Be an escalation point to our IT Support Technicians, and other IT Colleagues.
• Providing 2nd / 3rd line IT Support across all our client businesses.
• Working through tasks, as prescribed from the IT Management.

Weekly job duties

• IT System checks
• Asset Management checks
• Reporting to IT Management on ongoing IT Issues

Ad-hoc job duties: (When Support Demands are higher than standard / Covering - Absence)

• Provide onsite and remote IT Support to end users across all businesses, enabled by a ticketing system, within set SLA times and business priority
• Updating knowledge base and SOPs
• Travelling to remote sites to support the IT Team or onsite users (On rota with multiple colleagues).

To be seriously considered for this role, please have the following:

Qualifications

• GNVQ/NVQ Level 2 qualification or equivalent or
• 6 GCSE/O level passes Grade 9-4 (A -C) or equivalent, including English and Math

Recognized ICT qualifications (D)

• CompTIA A+
• CompTIA Security+
• MCSA: Windows 11

Full UK Driving License (E)

Ability to pass DBS Checks (E)

Experience

• A minimum of 5 years IT experience (E)
• Experience of using various Microsoft programs (E)

Experience of using IT technologies:

• Clients; Windows 11, Desktop, Laptop, Mobile Phones and tablets (E)
• Servers: Windows Server, Linux Distributions, Azure Cloud (E)
• Domain: Active Directory, Group Policies and File Servers (E)
• Security/Networks: Anti-Virus, Backups, Firewalls, Routers, VPN, Telephony (3 CX) (E)
• Administration of SharePoint, M365, Entra, Intune. (E)

Experience using IT Solutions:

• Using and Supporting Microsoft Office (E)
• Supporting computer networks (E)
• Installing PCs/Upgrading software (E)
• Supporting custom applications (D)
• Data download and transfer (E)
• Network and system monitoring (E)
• Routine system administration (E)
• Advanced Halo PSA / ITSM experience (E) for workflow, automations, runbooks etc.

Skills

• Ability to communicate effectively with internal and external customers verbally and in writing (E);
• Ability to time manage to meet agreed deadlines in a demanding environment (E);
• Ability to build good relationships (E);
• To be professional and have a competent manner (E);
• Clear and concise written and spoken communication skills, in particular a friendly telephone manner (E);
• Attention to detail and the ability to record information accurately (E);
• Ability to prioritise and meet relevant Key Performance Indicators in a demanding environment (E);
• Understand change management processes and their importance (D)
• Understand and follow procedures where set (E)
• Ability to work on own initiative in a proactive manner (E);
• Team worker who is flexible and has a positive attitude to learning and self-development.
• Well-organised and able to take responsibility for assigned tasks

The applicant will need to be able to demonstrate an excellent level of technical knowledge and be able to apply the knowledge in a structured approach to solve IT issues.

Salary: £27,000 - £32,000

Hours: 40 hours per week Mon-Fri (Shift pattern 8-5 and 9-6 on rota)

25 days annual leave plus public holidays