Service Desk Technician

Hibob Inc.; Northwich; On-site; GBP 22,000 - 30,000; Full time

Job summary

TrinityBridge is seeking an IT Service Desk professional to provide first/second line support from our Northwich office. You will log, diagnose and resolve IT service requests, acting as the main contact for end-users and coordinating with regional IT teams to ensure timely delivery.

The role requires ITIL Foundation, familiarity with Windows OS, Office, and AD basics, plus a willingness to handle ad-hoc tasks and participate in DR/BC tests. A friendly, proactive approach is essential.

Qualifications

• Certified to ITIL v4 Foundation Level.
• Experience of working within a technical help desk / 1+ years previous user support experience.
• Proficient in Microsoft Operating Systems and Office Applications.
• Knowledge of IT Service Desk tools.
• Basic knowledge of Active Directory and Exchange.
• Basic understanding of network infrastructure.
• Basic understanding of remote access services (e.g. VPN, remote desktop).
• ITIL IT Service Management foundation qualification.
• Knowledge of / awareness of supporting business systems: CRM, Document Management, Intelligent Office and Web services.

Responsibilities

• Log service requests onto bespoke application for monitoring and auditing of workload.
• Point of contact for end-users regarding service requests or issues with IT services.
• Provide first and second line technical support to users.
• Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk.
• Coordinate with TrinityBridge IT Desktop Support and Infrastructure in Northwich, London, Glasgow.
• Coordinate with Business Support and IT App Support for requests and changes.
• Raise/Escalate tickets with third party providers on IT issues.
• Support users in understanding all systems.
• Assist with Disaster Recovery / Business Continuity tests.
• Perform ad-hoc duties as required by business changes.
• Answer incoming calls and maintain friendly IT presence.
• Respond to emails in IT Service Desk mailbox.
• Resolve service requests while maintaining quality of service.
• Keep line management updated on deadlines.
• Run and complete daily procedures against checklist.
• Provide cover for other sections with training.

Skills

ITIL v4 Foundation

Service desk experience

Windows OS

Office Applications

Active Directory basics

Network basics

Remote access (VPN, RDP)

CRM / Document Management basics

IT Service Management knowledge

Education

ITIL IT Service Management Foundation

Tools

IT Service Desk tools

Job description

Role overview

The main purpose of the role, based in our Northwich office, is to apply acquired technical skills and knowledge related to specific areas of the business in order to enhance services.

Key responsibilities

• Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload


• Point of contact for end-users in respect of service requests or issues with the IT services


• Provide first and second line technical support to users


• Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk


• Coordinate efforts with local TrinityBridge IT Desktop Support and Infrastructure (Northwich, London, Glasgow) in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery


• Coordinate efforts with Business Support and IT App Support in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery.


• Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services


• Support users in their understanding on all systems


• Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests


• Requirement and willingness to perform ad-hoc duties dependant on change in business requirements


• Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT


• Respond to emails received in IT Service Desk mailbox.


• Resolve as many service requests as possible whilst maintaining quality of service to end users


• Keep reporting line aware of any service requests that will not meet currently set deadlines


• Run and complete daily procedures against checklist


• Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided

Regulatory responsibilities | Compliance/T&C

• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.


• Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business. Follow principles and rules of the Financial Conduct Authority (FCA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.

About you | Qualifications, skills and strengths

• Certified to ITIL v4 Foundation Level


• Experience of working within a technical help desk / 1+ years previous user support experience (preferable but not essential)


• Proficient in Microsoft Operating Systems and Office Applications


• Some knowledge of the following would be welcome but not essential as a trainee:


• Knowledge IT Service Desk tools


• Basic knowledge of Active Directory and Exchange


• Basic understanding of network infrastructure


• Basic understanding of remote access services (e.g. VPN, remote desktop, etc.)


• ITIL IT Service Management foundation qualification


• Knowledge of / awareness of supporting business systems: CRM, Document Management, Intelligent Office and Web services

Company Overview

At TrinityBridge we are all connected by our mission to be leading UK Wealth Manager, growing trusted client relationships that last for generations.

We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.

We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.

Sustainability is fundamental to our purpose, and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.

We offer a wide range of inclusive benefits that provides our people with all the support they need to find a healthy balance in all aspects of their lives. We also invest in the growth of our people providing a sense of belonging and team spirit and the ability to thrive.

We recruit people from all backgrounds and are open to discussing all types of flexible working options, helping our people to balance work and home life and make practical choices for wellbeing while delivering impact where it matters, all of which contributes to our exceptional client experience.

We are committed to ensuring our recruitment process is accessible to everyone. We make adjustments for people who have a disability or long-term condition so, if you need a job description or application form in an alternative format, or would like to discuss the recruitment process with us, please get in touch at [e-mail].

As an employer, TrinityBridge is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employee’s or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.