Service Desk Technician (L1) - In-office, London (United Kingdom)

Info-tech Research Group; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT research organization in the United Kingdom is seeking a Service Desk Technician Level 1 to ensure smooth computer operations for end users. Responsibilities include providing support through various channels, maintaining documentation, and liaising with hardware vendors. Ideal candidates will have 1-3 years of service desk experience, a background in IT, and strong communication skills. Bilingual proficiency in French, Spanish, or German is preferred. This role provides a growth-focused environment with opportunities for professional development.

Benefits

Financial support for professional development

Opportunity for professional growth

Consistent year-on-year growth

Qualifications

• 1-3 years of experience in a service desk role.
• Interest in working with technology.
• Bilingual proficiency in French, Spanish, or German preferred.

Responsibilities

• Provide support for incoming requests via Service Desk ticket and other channels.
• Prioritize incidents and service requests within target SLAs.
• Record detailed information into the Service Desk ticketing system.
• Maintain technical documentation.
• Engage vendor support contacts to resolve issues.

Skills

Fluent in spoken and written English

Strong written and verbal communication skills

Problem-solving skills

O365 administration

Active Directory knowledge

Experience with Windows 10 and Mac OS

Mobile device support (Android and iOS)

General understanding of network devices

Education

College/University diploma/degree in related field

Job description

The Service Desk Technician Level 1's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Responsibilities

• Provide support for incoming requests via Service Desk ticket, telephone, chat and self-service portal
• Prioritize incidents and service requests within target SLA's
• Record detailed information into Service Desk ticketing system
• Provide support for laptops, printers and peripheral devices including providing hardware and software setup, support
• Maintain technical documentation via solution library with respect to installation of software, configuration of hardware and troubleshooting
• Maintain hardware asset management and software licensing
• Engage vendor support contacts to resolve technical problems with desktop computing equipment and software
• Provide support for meeting room and audio-visual systems on-premises
• Provide users "How to" training on basic to intermediate application functions
• Escalate to Intermediate support as required
• Participate in after hours on call rotation schedule (evenings, weekends and holidays)
• Other duties as assigned by the Manager

Qualifications

• College/University diploma/degree in progress in related field (Computer Systems not development/testing)
• 1-3 years of experience in a service desk role
• Interest in working with technology (independent work)

Skills

• Fluent in spoken and written English
• Strong written and verbal communication skills
• Strong documentation skills with desire to understand and follow process
• Ability to recognize and prioritize critical incidents in a fast-paced environment
• Working knowledge of O365 administration, Active Directory, Azure AD
• Application support experience with Microsoft Productivity Suite
• Excellent problem-solving skills
• Experience with Windows 10 and Mac OS
• Mobile device support - Android and iOS
• Experience with InTune would be considered an asset
• General understanding of network devices; routers, switches, and access points

Language Skills

Bilingual proficiency in French, Spanish or German is strongly preferred to support our diverse client base across North America and globally.

About Info-Tech Research Group

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

Why Join Us?

• We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.
• We are in the Top 3 on LinkedIn's Top Companies List in Canada.
• Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.
• We provide financial support for professional development and training.