Service Delivery Technician - Kent

Westerham, Kent
£20,000 - £25,000 per annum
04 Nov 2016
02 Dec 2016
Contract Type
Full Time
Position: Service Delivery Technician
Location: Kent TN16
Salary: £20000 – £25000 per anumm
Job Type: Permanent


The company is one of the UK's leading short term payday loan providers. The IT Service Desk is the central point of contact for all IT related incidents and service requests.
The Service Delivery Technician is responsible for resolving Incidents as well as meeting customer satisfaction and continuous service delivery demands. IT staff work in a dynamic, fast-paced environment which provides services via an online Service Management system. Planning and organisation are both key requirements and you will be able to think outside of the box.

Duties & responsibilities

Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
To assist all our users with any logged IT related incident when called upon
To take ownership of issues by carrying out problem analysis to implement workarounds with the aim of restoring service to the customer as soon as possible
Escalating incidents to other support teams / management where necessary
To accurately record, update and document Incident and Requests using the IT Service Desk application
To install and configure new IT equipment
To resolve incidents and upgrade different types of software and hardware
To resolve incidents with printers, copiers and scanners
To maintain a first class level of customer service at all times
Ensuring that known issues and workarounds are documented and kept up to date to ensure that incidents can be resolved quickly and easily
Ensuring that relevant Compliance and IT Security requirements are met and considered at all times, such as PCI
Actively engaging and representing the team when working on company projects
Procurement of IT hardware and software when required
Actively support the SIP telephone system with changes as required
Ensure that any issues that cannot be rectified internally are logged with external support companies and followed through to a resolution
Flexible to rota out of hours’ service requests

Personal Profile

Excellent customer service skills
Excellent communication skills (telephone and written)
Excellent organisation and prioritisation skills
Sound judgment
A full clean driving license with access to a car would be preferred due to the location and needs of this role

Technical skills

Documented working experience with Microsoft Windows Environments, including Microsoft SQL, Exchange, IIS and other applications.

Experience with the following technologies would be advantageous:

Microsoft Windows (7, 8, 10) installation, support and troubleshooting
Microsoft Windows Server (2008,2012) installation, support and troubleshooting
Microsoft Exchange (2010, 2013) support and troubleshooting
Active Directory and file / folder level permissions
SQL Server (2008, 2012) administration (basic level)
Basic networking knowledge (TCP/IP, DNS / DHCP)
VOIP telephony systems; system development,
Virtualisation technology (Hyper-V, vmWare)
Knowledge of WatchGuard firewalls would be advantageous


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.

Experience with a Service Management Framework (ITIL, COBIT etc.)
MCSA / MCSE would be desirable


Proven experience in a similar role of ideally 3 to 4 years plus, within a similar industry or related field with experience in technical role and/or an equivalent combination of training and experience.
"Other" benefit refers to Perkbox
Additional Information
Parking, Commission/Bonus, Other(discuss with your HH Account manager)

Key skills
PHP, MYSQL, Wordpress, HTML5, CSS

If you are interested in hearing more about this opportunity, please don't hesitate to send your CV and APPLY NOW.