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IT Service Desk 2nd Line Technician

Alex James Digital
Job LocationManchester
EducationNot Mentioned
Salary£28,000 - £32,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Our client are a fast growing business.What we are looking for:A competent IT ServiceDesk 2nd Line Technician to provide fast and useful technical assistance on computer systems. You will answer queries on technical issues and offer advice to resolve them. You must have good technical knowledge and be able to communicate effectively to understand the issue and explain its solution. You must also be customer focused and patient, able to deal with difficult customers. The IT department goal is to provide a quality service for customers that will help them achieve the company’s mission, vision and goals.Approximate Work Breakdown will be 60% ServiceDesk, 20% Team Operations, 20% System AdminKey responsibilities:

  • To act as the escalation point of contact for customers seeking technical assistance via phone, email or face to face.
  • To protect IT systems against cyber threats by adhering to the Information and IT Security policies
  • To adhere to IT Operational Security Policies and procedures
  • To ensure that a high level of customer service and support is provided to all internal and external customers.
  • To adhere to the IT Department Service Management principles
  • To perform local and remote troubleshooting using diagnostic techniques and authorised software as well as asking pertinent questions to determine the cause of the issue.
  • To determine the best solution based on the details provided by the customer.
  • To provide accurate information to the customer and keeping them up to date on the status of the issue
  • To escalate any issues to next level of support or third-party solution providers as required
  • To perform daily system checks, which includes:
    • o Ensuring Cyber Security Systems are active.o Verifying the integrity and availability of all applications, services and system resourceso Reviewing system and application logs, looking for any potential issueso Verifying completion of scheduled jobs
  • To work collaboratively within IT Team and assist with:
    • o Managing the Asset Database and tracking changes where necessaryo Installing authorised software on company assetso Ensuring that licensing for all software purchased is recorded and maintained.o Maintenance of operational/system/network procedures and documentation including identifying any possible improvements.
  • To assist with Operational activities including:
    • o Active Directory management (Setting up new users and disabling expired accounts and changes to accounts)o Office 365 administration (setting up new users, assigning licences and disabling accounts)o Setting up and configuring new PCs, Laptops, Tablets and Mobile phoneso Maintenance of operational systems including networking systems.Management of Knowledgebase and Configuration documentation.Knowledge and Experience:Essential
  • An understanding of current Cyber Security Threats and Data Governance Principles
  • 2 Years relevant IT Experience ideally ServiceDesk
  • Have a sense of urgency and a commitment to timely completion of work activities and projects.
  • An understanding of safe working techniques
  • Demonstrate excellent communication, analytical, and problem-solving skills.
  • Be attentive to detail, maintain confidentiality, and provide excellent client service.
  • Proficient in the Windows 10 Operating System
    • Desirable
  • Current certifications from Microsoft, Cisco or ITIL
  • IT Service Management Aware ideally ITIL
  • Experience working in a warehouse/manufacturing/e-commerce environment highly desirable in private sector (not services or public sector).
  • Experience of working with various tablets (iOS and Android), mobile phones and IOT devices.
  • Experience of working with Sage 200 and Sage 50
    • Excellent package offered to the successful candidate. Required skills
  • Helpdesk
  • 2nd Line
  • Desktop Computers
  • Help Desk Support
  • Microsoft

    • Keyskills :
    Helpdesk 2nd Line Desktop Computers Help Desk Suppt Microsoft

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