Deskside Support Technician

Description:

What to expect:

• Responsible for effect use of technology by performing local workplace support activities to a proficient level
• Over time you will gain a strong technical appreciation of core desktop operating systems, applications and services
• Responsible for delivery of new technology, within agreed business service levels
• Acting as an ambassador for IT by achieving the balance between customer satisfaction and efficiency
• Create value by enabling customers in their daily work, owning incidents and IT requests, resolving and communicating on a timely basis
• Taking ownership and manage escalations of customers issues, working closely with other service teams as required
• Ability to monitor and prioritise workloads, overcoming obstacles in order to achieve their goals and objectives working both independently and as part of a team
• Providing support to the customer both on site and remote, through remote access tools and verbal/written communication
• Providing Smart hands support e.g., mounting/unmounting network, server hardware, network patching

What we expect from you:

• Relevant experience working in a customer service environment where clients and customers are your main priority.
• Strong communication skills with clients, colleagues, and management
• You will take on full responsibility, with customers at your focus, and the ability to make good judgements
• Ability to take initiative.

Previous hands-on experience working within an IT Customer Service environment providing proficient break/fix support in relation to the following technologies:

• Extensive desktop support skills with Windows 10 & 11 Operating Systems,
• Microsoft Office suite, Office 365, a range of PC hardware.
• Provisioning and supporting desktop hardware, including PC’s, Notebooks,
• Monitors, Printers, multifunctional media devices and other related
• hardware accessories.
• Application Support – Office 365, remote access products (an advantage),
• User Endpoint Manager (Ivanti), Sophos, AV products
• Mobile Device Support – iOS (iPhone/iPad) and Android, email services.

• Time managed and organised, you can meet SLA’s that are prescribes and take appropriate action to ensure none of them are exceeded.
• Ability to work as a team with colleagues, building relationships, and discuss resolutions for issues
• Strong analytical capability
• Previous working experience using best practice IT Service Management tool sets in relation to effectively handling Customer’s Tickets.
• ITIL knowledge specifically in relation to IT Service Operations (Incident, Problem, Request Management, and Asset Management) and adherence to other ITIL Service Management Processes an advantage.
• Experience of cross-functional working