Senior Service Desk Technician

Job Description

THE OPPORTUNITYAn exciting opportunity has emerged within my clients Newcastle office to join the Technology department as a Senior Service Desk Technician.Your primary responsibility will be to offer technical support to end-users encountering challenges with their computer hardware or software. This encompasses troubleshooting technical issues, addressing inquiries, and fulfilling service requests. Additionally,you will play a crucial role in handling user rights, passwords, user accounts, and basic-level security administration.Salary : £35,000Location : Newcastle, City CentreHybrid working : No, this role is based on site 5 days a week. Working Hours : Monday – Friday37.5hours per week (The role features additionally paid an on-call worked 1 in 5 weeks)THE ROLEThis position is a level above basic or first-line support and requires a deeper understanding of various hardware and software systems. Heres a description of the role:You will be able to demonstrate previous experienceacross:

• Technical Expertise: Troubleshooting across Windows, Active Directory, Exchange, O365, Azure and wider computer hardware, software, and network systems.
• Problem Diagnosis: Conducting in-depth analysis and diagnosis of complex technical issues, identifying root causes, and implementing effective solutions.
• Escalation Point: Serving as a key escalation point for the first-line support team, providing guidance and assistance in resolving issues beyond their scope.
• Customer Interaction: Interacting directly with end-users to understand and clarify technical issues, as well as providing clear and concise instructions for issue resolution.
• Knowledge Sharing: Sharing insights and knowledge with junior support staff to contribute to their professional development and enhance the overall teams capabilities.
• Proactive Maintenance: Conducting proactive system checks, identifying potential issues, and implementing preventative measures to minimize downtime.

YOUR SKILLSFurther to those technical skills set you should be able to demonstrate:

• Communication Skills: Excellent verbal and written communication skills to interact effectively with end-users, team members, and other IT professionals with an ability to convey technical information in a clear and understandable manner.
• Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to think critically and strategically.
• Leadership and Mentoring: Leadership qualities and the ability to lead and guide junior support staff.Willingness to share knowledge and mentor less experienced team members.
• Customer Focus: A customer-centric approach with a focus on providing excellent service to end-users. Ability to empathize with users and understand the impact of technical issues on their work.
• Team Collaboration: Strong collaboration and teamwork skills to work effectively with other IT teams and departments.
• Adaptability: Ability to adapt to a dynamic and evolving IT environment, staying updated on industry trends and emerging technologies.
• Time Management: Effective time management and organizational skills to handle multiple tasks and priorities simultaneously.
• Certifications (ideally): Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Windows Server, or ITIL certifications can be advantageous.

If youre interested in learning more, please apply online or reach out to us via email.