Desktop Technician

Your responsibilities will include:

• Providing Service Desk support on a rota basis, engaging with users via email, face to face and the self-service portal;
• Providing second-line support to users who are onsite and working remotely;
• Ensuring all new incidents and requests are managed and escalated as required;
• Investigating issues and other requests, providing second-line desktop support and determining appropriate actions to take;
• Providing timely communication to all staff, using email and news items, for both planned maintenance and unplanned outages of systems;
• Ensuring the inventory is maintained, tagging new items and ensuring moves are recorded and updated in the system;
• Assisting users to make more effective use of desktop/laptop systems, products and services;
• Installs and commission desktop/laptop systems and manage routine upgrades;
• Contributing to the creation and maintenance of knowledge base articles;
• Some ordering and management of smartphones - Android and iOS;
• Interpreting technical manuals and documentation and, in consultation with users, devises new or revised policy, standards, and procedures for using systems, products or services.

About you

You will:

• Have the ability to work flexibly and across teams;
• Have the ability to understand end-to-end systems and what is needed to support them, both in the office and via remote support;
• A proven track record in supporting Windows 11, MS Office 365 and Microsoft Teams;
• A good knowledge of our primary infrastructure and the support requirements;
• Have the ability to contribute to the collection, report and disseminate of Service Team metrics;
• Possess knowledge and expertise and be willing to share these with colleagues and users;
• Use continuous improvement to identify process improvements;
• Understand and promote the use of technical standards;
• Keep and maintain accurate records, for calls, inventory; and procedures;
• Have good oral communication skills and take an analytical approach to problem solving;
• Have knowledge and experience of IT Infrastructure Library (ITILV4) standards or similar methodologies.

If this sounds like you, we would love to hear from you!

For further information about the role, please refer to the Job Profile.