ICT Helpdesk Technician

Job Description

The Illuminate Team are delighted to be working once again with one of Londons leading cultural heritage operations to source an ICT Helpdesk professional for a permanent position. You will play a key role within the ICT team who are responsible for managingand maintaining the organisations network infrastructure and ICT systems. Working as one of two Helpdesk Technicians with the Senior ICT Team and reporting to the ICT Helpdesk Manager, you will be responsible forproviding both remote and deskside supportto a diverse range of users, in what can be a complex and high pressure environment. You will also be the first point of contact colleagues when dealing with helpdesk requests, providinga highly efficient customer serviceWhat will you be responsible for in your new role

• Help the team to resolve helpdesk calls logged from the call management system, keeping in line with the ITIL framework.
• Prioritise and resolve calls to a satisfactory completion, ensuring a high quality, prompt and polite experience is always given to users.
• Escalate support calls to the ICT Helpdesk Manager when needed, aiding them in problem resolution.
• Assist the ICT team in day-to-day maintenance of the organisations network, including responsibility for daily checks.
• Ensure that departmental security guidelines and best practice is adhered to and implemented at all times.
• Assist the ICT Helpdesk Manager with Mobile Device management and mobile contracts as needed.
• Ensure all ICT User guides are up to date and readily available to all staff.
• Keep the knowledge base section within the helpdesk system up to date, ensuring new resolutions are added in line with the ITIL Framework.
• Assist Senior ICT team to deploy the user desktop environment, applications, creation of new phones connections and general admin setups, configurations and helping to deliver projects on time.
• To work as part of a team and support the team when required to facilitate an efficient service to all our customers.
• Perform desktop hardware repair for PC computer equipment and peripherals and to assist with IT equipment relocation.
• Clearly communicate technical solutions with a user-friendly professional manner.
• Control receipt/delivery of orders ensuring goods are securely stored and that all paperwork is processed in accordance with agreed standards.
• Actively research new trends and technologies and feed back in departmental meetings.
• Actively support and maintain the organisations MACs.
• Support Head of ICT and ICT Helpdesk Manager in purchasing tasks by creating Purchase orders and liaising with suppliers.

What skills will you need to be successful in your role

• Previous experience of providing ICT Helpdesk support within a corporate environment using a helpdesk ticketing system, demonstrating ability to prioritise and resolve incidents.
• Excellent working knowledge of Microsoft Office 365 and Windows 10.
• Effective communicator, with a proactive and professional attitude, able to support a diverse range of users both in person and remotely.
• Knowledge of Active Directory user account management and Azure Active Directory.
• Knowledge of installing, managingand supporting Windows 10.
• Experience and knowledge troubleshooting hardware, being able to diagnose and resolve hardware issues, including installing and replacing hardware.
• Current working knowledge of best ICT security practices and tools, as well as experience supporting antimalware solutions, endpoint protection and MDM technologies
• Experience supporting macOS and iOS operating system and hardware

If you are a team-oriented ICT professional who is a confident communicator with a passion for finding solutions, this could be your next role

Keyskills :
HelpdeskICTiOSNetwork InfrastructureConfigurations