IT Desktop Support

Job Description

Role: IT Desktop Support TechnicianLocation: Liverpool City CentreWorking hours: Monday to Friday, on a 3-week rolling rota between 9:00am and 9:00pm working 1 in 4 Saturdays from 9:00am to 5:30pm, 37.5 hours per weekSalary: Ranging from 22,000 to £26,500 per annumWhat you will be doing:

• To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first time resolution with escalating to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring ourusers receive effective and efficient service
• Provide deskside and remote IT support to the business user base.
• Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLAs, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolvergroups
• Perform daily, weekly and monthly system check processes
• Troubleshooting and resolving network connectivity issues
• Administering Active Directory
• Monitor system and infrastructure availability and performance
• Managing VOIP and digital phone systems ensuring customers have the best possible journey.
• Assist in the maintenance and distribution of software packages, manual and automated
• Perform actions necessary within all Security compliance processes
• Client device builds using automated solutions and patch management
• Monitor and manage web and email security filter rules within company guidelines
• Manage, perform, maintain and test backups/recovery
• Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions.
• Adhering to change control best practice
• Maintain knowledge base
• Assist with application and product testing as required

What were looking for:

• Minimum 1 year working in a support role within a managed IT service desk function
• Active Directory
• Windows 7,8 and 10 operating systems
• Anti-malware solution support
• Problem solving and troubleshooting skills
• Understanding of security principles and endpoint solutions
• Excellent written, communications and documentation skills.
• Communicate with all levels of staff within the business and our external 3rd partners
• The ability to work under pressure and to tight deadlines.
• Excellent Customer Service
• Worked within an ITIL service management model or qualification
• Office365 support experience
• Basic network knowledge
• CompTIA or other role appropriate qualifications
• Understanding of security, server, virtualisation and cloud solutions support
• Exposure to legal or insurance industry with familiarity of the software and toolsets utilised

About Acorn InsuranceWe have 40 years of experience helping people secure competitive car, taxi, van, motor trade and home insurance, across the UK. As a specialist insurance provider, we offer a wide range of competitive insurance policies that can are tailored to our customersunique insurance needs. In 2020 we were in the Sunday Times top 30 Profit Track companies for private companies with fastest growing profits. We have an award-winning Finance Director and a CEO of the year finalist.Why Acorn InsuranceAcorn want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer Some of the benefits you will receive include:

• Perk Box Online & High Street vouchers and discounts
• Free monthly Caf Nero Coffee
• Cycle to work scheme
• Free eye test vouchers and a contribution towards the frames
• Service-related holiday entitlement capped at 32 days (including bank holidays)
• Clearly defined progression paths with training and support
• National vocational qualifications
• Free self-development & qualifications via Magpie Learning
• A comprehensive Mental Health support network including:
• 4 Free Counselling Sessions
• Access to a free 4-week programme of CBT with a trained Therapist Mentor
• Unlimited access to a telephone councillor 365 days a year, 24/7
• A UK wide network of Mental Health First Aiders
• Competitive salary
• Free Hot Drinks on Site
• Dress Down Days
• Regular employee engagement including ongoing competitions with prizes from fantastic places like Hotel Chocolat, HelloFresh, and Love to Shop Vouchers
• Company Pension Scheme
• Charity fundraising events

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.Apply today to start or enhance your career with Acorn Insurance.

Keyskills :
TroubleshootingVoIP2nd Line1st LineITC