Service desk technician

Sense; Birmingham; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Sense is seeking a knowledgeable Service Desk Technician to join our Technology team and deliver high-quality technical support across our organisation including offices, residential services, charity shops and colleges.

You will diagnose and resolve incidents, support day-to-day IT administration, and ensure colleagues receive a responsive and friendly service as we help disabled people with complex needs.

Qualifications

• A Level 3 technology qualification, relevant professional qualification such as A+ or Network+, or equivalent practical experience.
• Recent experience working within an IT/technology support role.
• Experience using ITSM systems to manage incidents and service requests.
• Strong knowledge of common hardware and software issues and the ability to diagnose and resolve moderately complex problems.
• An understanding of networking and the ability to undertake basic network troubleshooting.
• Strong analytical and troubleshooting skills, with the ability to assess the priority and urgency of support requests.
• Excellent communication and customer-service skills, including the ability to explain technical information to non-technical colleagues.
• Strong organisational skills and the ability to work independently as well as collaboratively within a team.
• A commitment to continuous learning and professional development.
• An ITIL Foundation qualification (v3 or v4) would be desirable, as would the ability to drive and access to a car for occasional visits to Sense locations.

Responsibilities

• Diagnose and resolve complex incidents and service requests escalated through the service desk.
• Provide technical support across hardware, software, networking and business systems, both remotely and on-site.
• Install, configure and maintain laptops, desktops, mobile devices, printers and applications.
• Take ownership of incidents through to resolution, keeping users informed and escalating to third-line support or suppliers where required.
• Administer user accounts, permissions and access, including starters, leavers, amendments and password resets.
• Support the administration and maintenance of our IT infrastructure, networks, systems and cloud services.
• Maintain accurate records within our ITSM system, including incidents, requests, assets and changes.
• Create technical documentation, user guides and knowledge-base articles to help improve service and first-time resolution.
• Support the management and auditing of IT assets and inventories.
• Deliver excellent customer service, translating technical information into clear and accessible language for colleagues.
• Work collaboratively with colleagues, suppliers and other technology teams to deliver an effective and reliable service.

Job description

We are looking for a knowledgeable Service Desk Technician to join our Technology team and provide high-quality technical support to colleagues across our organisation, including our offices, residential services, charity shops and colleges.

You will diagnose and resolve a wide range of technology issues, support the day-to-day administration of our systems, and make sure colleagues receive a responsive, friendly and effective service.

This is a great opportunity for someone with hands-on IT support experience who enjoys problem solving and wants to use their technical skills within a values-led organisation where technology plays an important role in helping us deliver better outcomes for disabled people with complex needs.

Key Responsibilities

• Diagnose and resolve complex incidents and service requests escalated through the service desk.
• Provide technical support across hardware, software, networking and business systems, both remotely and on-site.
• Install, configure and maintain laptops, desktops, mobile devices, printers and applications.
• Take ownership of incidents through to resolution, keeping users informed and escalating to third-line support or suppliers where required.
• Administer user accounts, permissions and access, including starters, leavers, amendments and password resets.
• Support the administration and maintenance of our IT infrastructure, networks, systems and cloud services.
• Maintain accurate records within our ITSM system, including incidents, requests, assets and changes.
• Create technical documentation, user guides and knowledge-base articles to help improve service and first-time resolution.
• Support the management and auditing of IT assets and inventories.
• Deliver excellent customer service, translating technical information into clear and accessible language for colleagues.
• Work collaboratively with colleagues, suppliers and other technology teams to deliver an effective and reliable service.

About you

You will have recent experience working within a technology or IT support environment, with the technical knowledge and problem-solving skills to confidently investigate and resolve issues.

We are looking for someone with:

• A Level 3 technology qualification, relevant professional qualification such as A+ or Network+, or equivalent practical experience.
• Recent experience working within an IT/technology support role.
• Experience using ITSM systems to manage incidents and service requests.
• Strong knowledge of common hardware and software issues and the ability to diagnose and resolve moderately complex problems.
• An understanding of networking and the ability to undertake basic network troubleshooting.
• Strong analytical and troubleshooting skills, with the ability to assess the priority and urgency of support requests.
• Excellent communication and customer-service skills, including the ability to explain technical information to non-technical colleagues.
• Strong organisational skills and the ability to work independently as well as collaboratively within a team.
• A commitment to continuous learning and professional development.
• An ITIL Foundation qualification (v3 or v4) would be desirable, as would the ability to drive and access to a car for occasional visits to Sense locations.