IT Service Desk Technician

TN United Kingdom; City of Edinburgh; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Technician to provide exceptional support in a collaborative environment. This role offers a blend of in-person and remote assistance, allowing you to engage with cutting-edge technologies and cloud solutions. With a commitment to continuous learning and professional growth, you'll contribute to process improvements and enhance customer service experiences. Enjoy the flexibility of hybrid working while being part of a dynamic team focused on sustainability and innovation. This is not just a job; it's a pathway to a rewarding career in IT.

Benefits

Comprehensive benefits package

Company pension

Excellent healthcare offering

Travel and life insurance

Critical illness cover

25 days' annual leave

Flexible working hours

Family friendly policies

Qualifications

• Strong foundation in basic hardware, software, and network concepts.
• Commitment to continuous learning and adaptability to new technologies.

Responsibilities

• Provide timely and effective technical support to end-users.
• Collaborate with team members to troubleshoot and diagnose technical problems.
• Attend regular training sessions to stay updated on new technologies.

Skills

Windows 10

Microsoft O365

Active Directory

Networking - LAN, DNS, DHCP, TCP/IP

Hardware and Software Troubleshooting

Printing

iOS and Android

Education

IT-related degree or equivalent experience

Tools

ITSM Tool

Job description

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The role

As an IT Service Desk Technician, you'll go beyond traditional support, engaging in both in-person and remote assistance. What sets this role apart is the exposure you'll gain – from navigating specialist software to embracing new technologies and working with cloud-based solutions. This journey isn't just about technical problem-solving; it's an exploration of possibilities.

Collaboration is at the core of our team ethos. Attend enlightening training sessions, contribute to process enhancements, and enjoy the flexibility of hybrid or remote work options. Your path here isn't just a job; it's a trajectory toward a clear career progression within our dynamic IT landscape.

About us

SLR are global leaders in environmental and advisory solutions helping our clients achieve their sustainability goals. We are a consultancy with over 3,000 employees working in 125 countries around the world, including over 1,000 staff across Europe. Our ‘one team’ culture is at the heart of our business; providing a collaborative and supportive environment for professional development.

Along with competitive salaries, our staff enjoy a comprehensive benefits package with a company pension plus excellent healthcare offering, travel and life insurance, critical illness cover and a structured career framework with regular reviews offering outstanding opportunities for progression. Alongside 25 days' annual leave, we offer flexible, agile and hybrid working which enables staff to tailor hours worked around core hours, and our family friendly policies help balance the needs of professional and family life.

About you

We're looking for a candidate with a strong foundation in basic hardware, software, and network concepts. Essential to success in this role is a commitment to continuous learning and adaptability to new technologies. Excellent communication skills, both in conveying technical information and providing exceptional customer service, are key attributes we value. If you thrive in a dynamic, collaborative environment and have a problem-solving mindset, we encourage you to join us on this journey of professional growth within our internal IT service desk team.

• Windows 10
• Microsoft O365
• Active Directory
• Networking - LAN, DNS, DHCP, TCP/IP
• Hardware and Software Troubleshooting
• Printing
• iOS and Android

Diversity, Equity, and Inclusion at SLR

We are committed to being an equal opportunities employer, and our expectations go beyond purely complying with legislation. Through our Regional DE&I Committees, Global Council and Employee Networks, we foster an inclusive environment where all people regardless of their background can thrive.

We welcome applications from all individuals, regardless of their background, including those from groups that are currently under-represented at SLR, such as: LGBTQ+ people, ethnic minority groups, women, and people with visible or invisible disabilities, including those who are neurodivergent.

For more information on our commitment to DE&I, and the great work we are doing, please watch the video here: ;

Should you require any special adjustments throughout the recruitment process with us, please let us know. As a Disability Confident Committed employer, we seek to ensure all applicants have equitable support when applying to SLR.

Key Responsibilities

1. Technical Support:
   • Provide timely and effective technical support to end-users.
   • Address hardware and software issues both locally and remotely.
   • Undertake routine tasks and make decisions within established frameworks to resolve common IT issues.
   • Handle designated tasks or escalated Service Desk tickets in our ITSM tool.
2. Collaboration and Communication:
   • Collaborate with team members to troubleshoot and diagnose technical problems.
   • Actively participate in weekly team meetings to discuss challenges, solutions, and knowledge-sharing.
   • Coordinate with team members to maintain support coverage.
   • Engage in regular communication with team members to share insights, challenges, and solutions.
3. Training and Knowledge Management:
   • Attend regular training sessions to stay updated on new technologies, industry trends, and best practices.
   • Maintain a knowledge base of common issues and resolutions for quick reference.
4. Process Improvement:
   • Contribute ideas for improving support processes, documentation, and overall efficiency.
   • Adhere to established policies, procedures, guidance, budgets, and timeframes.
   • Seek advice and agreement when faced with conflicting requirements.
5. Customer Service:
   • Provide excellent customer service, demonstrating a positive and professional demeanor in all interactions.
   • Effectively respond to work requests from various departments, ensuring seamless collaboration.
6. Collaboration with Other Departments:
   • Collaborate with IT Software Coordinator and other Shared Service departments to fulfill requests for new hardware and software.
   • Assist in onboarding and off-boarding processes for new starters and leavers.
7. Adaptability and Proactivity:
   • Maintain a proactive approach to learning and adapting to new technologies and industry developments.
   • Work in a fast-paced environment, prioritizing tasks effectively to meet SLAs.
8. Field Work:
   • Travel to regional offices within the UK and EU as required for office moves, acquisition work, or site audits.
   • Perform network patching, hot-desking setup, printer maintenance, etc., during on-site visits.