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Service Desk Technician

ACM Resourcing Ltd
Job LocationLondon
EducationNot Mentioned
Salary30,000 - 35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Service Desk TechnicianWe are working on an exciting new opportunity for a 2nd Line Service Desk Technician to join an MSP how provide high-quality IT services to our portfolio of clients operating in the creative industries of Film, Audio/Video, Creative Design, Fashion, Architectureand more.The Role:You will be a 2nd Line Service Desk Technician and your key responsibility will be to provide exceptional Service Desk support. You are required to work efficiently, effectively and as part of a dedicated team, demonstrating strong technical, troubleshooting,and analytical skills, as well as a productive work rate.Experience:

  • At least 2 -3 years of experience as a Service Desk Technician supporting small to mid-sized (SME) companies - preferably companies within the creative sector
  • Experience working within an IT MSP environment is beneficial but essential
  • Experience providing support via the telephone and remote control to users in the creative industries (Design, AV, Fashion, Architecture) that run the Mac platform
  • Familiar with working with SLAs to meet customer and contractual obligations
  • Experience working with ITIL-led ITSM or PSA tools
  • Experience working with agent-based Remote Monitoring & Management tools
Skill-set:
  • Experience of end-user support to be considered for this role
  • A good understanding of technical infrastructure from desktop to Firewall/Router
  • Experience installing applications software on desktops and laptops
  • Familiar with ITIL framework and customer service principles desirable
  • Experience supporting the Mac platform in a business/creative environments and a creative workflow advantageous
  • Working knowledge of Active Directory at a user management level.
  • Experience joining a Windows workstation to an Active Directory domain
  • Experience working with MS Windows OS is desirable
  • Experience with structured networking and patching
  • Understanding of TCP/IP, Subnet, DNS and Gateway configuration on desktops and laptops.
  • Good understanding of typical network devices (Switches, Routers, Firewalls, WAPs, VPN)
  • Understanding and ability to set up a remote worker on a VPN connection
  • Experience with cloud service technologies such as Azure, Office 365 and Google Apps for Business advantageous
Personal:
  • Excellent customer relationship skills and the ability to develop a great rapport with customers
  • Excellent written & verbal communication skills with the ability to express yourself clearly
  • The ability to understand and assess customer requirements
  • Flexible, confident and able to work independently and as part of a team
  • Have excellent time efficiently and organisational skills and be able to prioritise work
  • Be able to work to high standards under pressure and adapt to different demanding situations
  • Thorough and detail-oriented with the ability to maintain system records accurately
  • The ability to think logically and possess strong analytical and problem solving skills

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