Description:
We are searching for a Service Desk Technician to support the business by providing day-to-day 1st line technical support. To work via a robust Service Desk model utilising best practices to ensure IT Services are available and performing in a normal state.
To apply send your CV direct to UKHR@fellowes.com
Responsibilities:
In This Role, You will…
- Act as a 1st contact point on the Service desk and provide day-to-day IT technical support to the business.
- Apply best practices and excellent customer service in the management and resolution of Service Desk incidents and requests as a 1st and 2nd line resource, to ensure Service Level Agreements are met.
- Collaborate with Network Support Technician and Network Operations Team Leader in the root cause problem solving techniques to help reduce number of Service Desk incidents into the department.
- When required work proactively as a member of teams delivering Network and Infrastructure projects to European wide locations.
- Provide end user training and good quality training materials in the use of new and existing IT tools to ensure a good customer experience.
- Adhere to BTS policies and procedures and ensure documentation and knowledge base are maintained to improve incident resolution and customer service in the department.
- Actively work towards the overall company and BTS department objectives as detailed in the 3-year plan policy document.
Qualifications:
What You Bring to the Team
- 2-years’ experience in an IT apprenticeship role and/or demonstrate equivalent ICT diploma level qualification over a minimum 2-year period. Or Experience of working in a high performing IT Service Desk team for a minimum of 2-years.
- Core understanding of Microsoft O365 tools, administration, library structures and user-setup and latest Windows platforms.
- Active Directory maintenance and administration.
- Network Connectivity – Troubleshooting/configuration, VPN, RDP, WiFi, TCP/IP
- Configuration and support of mobile devices
- Citrix XenApp and/or XenDesktop
- Hardware/Software support/installation
- Customer focused, showing empathy, and motivated to give a high level of end user support.
- Ability to communicate clearly, rationally, non-technically and professionally always.
- Ability to work on own initiative, pro-actively and to self-manage day to day tasks.
- Able to demonstrate sound problem-solving skills.
- Ability to work as part of a tight knit team and a wider global IT group.
- Self-Motivated, organised, reliable, punctual, and flexible.
Competencies important for this position and key to success are;
- Influence: Challenge and influence others; makes an impact; convinces and persuades others; promotes plans and ideas successfully.
- Initiative & Responsibility: acts on own initiative, makes things happen and accepts responsibility for the results.
- Innovation: produces fresh and imaginative ideas and solutions; breaks away from tradition; promotes change and novelty; eliminates non-valued added activities.
- Professional Expertise: demonstrates specialist knowledge and expertise in own area; participates in continuous professional development.
- Time Management & Prioritisation: demonstrates skills in time management and delegation; prioritises according to demands and allocates resources effectively; has the ability to multi-task.
- Analysis & Problem Solving: quickly understands and analyses complex issues and problems; comes up with sound and rational judgments to ensure the right decision is reached.