Senior Service Desk Support Technician

AHK Group Ltd; Liverpool City Region; On-site; GBP 40,000 - 60,000; Full time

Job summary

A professional services firm in Liverpool seeks a Senior Service Desk Support Technician to support internal and VIP end-users. Key responsibilities include diagnosing technical issues, managing executive needs, and mentoring junior technicians. The role requires strong bilingual communication skills and experience with ITSM software. Candidates must hold a relevant degree and ideally possess ITIL certification. A competitive salary and benefits package are offered.

Benefits

Pension

Life assurance

Employee assistance program

Qualifications

• Strong experience supporting VIP or Executive End Users.
• Ability to present ideas to non-technical staff.
• Fluent in Spanish.

Responsibilities

• Anticipate and manage needs of executive team and wider colleagues.
• Diagnose and resolve technical issues onsite and remotely.
• Support problem identification and coordinate with Technical Authors.

Skills

Bilingual communication

Relationship management

Analytical skills

Problem-solving abilities

Technical support

Experience with Google Apps

Windows OS

Fluent in Spanish

Education

University degree in IT or relevant field

ITIL certification

Tools

ITSM Software (Freshservice, ServiceNow)

Google G Suite

Windows Desktop/Server

8x8 VOIP Phone Systems

Mobile Device Management Solutions

Citrix/VMware

Job description

Alfred H Knight has an exciting opportunity for a Senior Service Desk Support Technician to join our team in Liverpool, UK. You will be responsible for ensuring that all internal and VIP end-users needs are met in a timely manner.

As a Senior Service Desk Support Technician, you will anticipate, understand and manage the needs of AHK’s executive team and wider colleagues across our Global Operations. You will diagnose and resolve technical issues both onsite and remotely, support problem identification, adhere to SLAs and coordinate more complex support issues including working with Technical Authors to ensure repeat incidents are documented.

You will need to have excellent bi-lingual communication skills, the ability to build trust with stakeholders is vital along with meeting and managing expectations. As our Senior Service Desk Support Technician, you will also deputise for the Service Desk Manager and support with mentoring existing Service Desk Technicians.

ABOUT US

Alfred H Knight is a totally independent, family owned business spanning five generations. A global network of strategically placed offices and laboratories enable global trade by providing independent inspection, analysis and consultancy services to the metals and minerals, solid fuels and agriculture industries.

We have honed and carefully crafted our reputation. Delivering knowledge and professionalism in all aspects of weighing, sampling and analysis. We thrive by continuing to re-invest in our facilities, technology and people. Click here to find out more about AHK.

DO YOU HAVE WHAT IT TAKES?

To be successful at Alfred H Knight you will need to display the following:

REQUIRED KNOWLEDGE AND WORK EXPERIENCE

Essential

• Strong experience in a similar role supporting VIP or Executive End Users.
• Solid relationship management and interpersonal skills, with a focus on listening and questioning.
• Proven analytical and problem-solving abilities.
• Ability to research a wide range of computing issues as required.
• Proven ability to support end users across various communication platforms such as live chat.
• You will need to be able to present ideas in user-friendly language to non-technical staff and end users.
• Experience using tools such as Google Apps and ITSM Software such as Freshservice or ServiceNow.
• Google G Suite (Gmail, Google Chat, Google Docs) is preferred, but equivalent experience with Office 365 is considered.
• Windows Desktop/Server Operating Systems.
• Android Mobile and Apple iOS Operating Systems.
• 8x8 VOIP Phone Systems or equivalent VOIP Phone Systems.
• Experience using Mobile Device Management Solutions such as AirWatch or Kandji.
• Active Directory - User Administration.
• Knowledge of Citrix, VMWare, or Cisco / Meraki Technologies (advantageous).
• Windows OS Deployment.
  
• You will need to speak fluent Spanish.

Required Qualifications

• University degree in IT or a relevant field
• ITIL certification is desirable

BENEFITS

We are offering an excellent opportunity with a salary and benefits package to match including pension, life assurance, and an employee assistance program.

If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

Alfred H Knight is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.