IT Service Desk Support

We are looking for an IT Service Desk Specialist to add and continue to provide high levels of servcie across clients multiple businesses.

The duties of the IT Service Desk Specialist include being a reference point for all IT related queries from internal users, ensuring all information is captured into a defined ticket, together with desired outcomes. This also includes managing the support queue, delivery exceptional service when dealing with requests that arrive via a ticket into our ITSM tool, telephone or face to face.

The IT Service Desk Specialist will be involved with majority of break/fix IT issues either directly or an escalation point to our IT Support Technicians.

This role is estimated 1st line Support (40%) and to be 2nd and 3rd line support (60%). This may change during busy periods or when working on projects.

As an IT Service Desk Specialist your responsibilities will include:

• Completing allocated tasks to a high standard
• Supporting with new hardware requests, setup (When required).
• Completing assigned project work to a high standard.
• Answering inbound calls, recording IT issue requests within a ticket, with desired outcome and time taken. (During busy periods)
• Include monitoring, maintenance and improvements of all Servers, Systems.
• Administration of SharePoint, M365, Entra, Intune.
• Working on initiatives and improvements to our Halo ITSM Platform
• Working on Projects and implementations of new IT Systems / Projects for IT Improvements.
• Working on Automation, scripts, tooling for IT Support Technicians to utilise.

• Be an escalation point to our IT Support Technicians, and other IT Colleagues.
• Providing 2nd / 3rd line IT Support across all our client businesses.
• Working through tasks, as prescribed from the IT Management.

• IT System checks
• Asset Management checks
• Reporting to IT Management on ongoing IT Issues

• Provide onsite and remote IT Support to end users across all businesses, enabled by a ticketing system, within set SLA times and business priority
• Updating knowledge base and SOPs
• Travelling to remote sites to support the IT Team or onsite users (On rota with multiple colleagues).

To be seriously considered for this role, please have the following:

• GNVQ/NVQ Level 2 qualification or equivalent or
• 6 GCSE/O level passes Grade 9-4 (A
  -C) or equivalent, including English and Math

• CompTIA A+
• CompTIA Security+
• MCSA:
  Windows 11

Full UK Driving License (E)

Ability to pass DBS Checks (E)

• A minimum of 5 years IT experience (E)
• Experience of using various Microsoft programs (E)

• Clients;
  Windows 11, Desktop, Laptop, Mobile Phones and tablets (E)
• Servers:
  Windows Server, Linux Distributions, Azure Cloud (E)
• Domain:
  Active Directory, Group Policies and File Servers (E)
• Security/Networks:
  Anti-Virus, Backups, Firewalls, Routers, VPN, Telephony (3 CX) (E)
• Administration of SharePoint, M365, Entra, Intune. (E)

• Using and Supporting Microsoft Office (E)
• Supporting computer networks (E)
• Installing PCs/Upgrading software (E)
• Supporting custom applications (D)
• Data download and transfer (E)
• Network and system monitoring (E)
• Routine system administration (E)
• Advanced Halo PSA / ITSM experience (E) for workflow, automations, runbooks etc.

• Ability to communicate effectively with internal and external customers verbally and in writing (E);
• Ability to time manage to meet agreed deadlines in a demanding environment (E);
• Ability to build good relationships (E);
• To be professional and have a competent manner (E);
• Clear and concise written and spoken communication…