Helpdesk Technician

Helpdesk Technician at The NSS Group
Part of NSS Group
The Business
We are a specialist services supplier. From building maintenance to window and specialist cleaning, platform hire and equipment testing - self-delivered services, anywhere in the UK. Our dependable, in-house team works around the clock and across the country, setting new standards for safety, speed, and consistency.
The NSS group was formed by the merger of several large successful businesses to create one super group which gives our clients a service which is truly nationwide.
The Role
This is an exciting and varied role where you'll be dealing with new challenges every day.
We have a great team dynamic, and we are really looking forward to welcoming our new recruit.
We have experienced huge growth in the past year so if you can prove yourself there will be real opportunities for progression in a rapidly growing business.
Do you have a strong interest in IT & Computing? Experience with Windows, Microsoft Office and Office 365? Are you driven and motivated? We are looking for a competent Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The goal is to create a quick, efficient IT helpdesk services to our staff.
The role is primarily office based with shifts running from 8am to 5pm, Monday to Friday.
Your job will include:
* Serving as the first point of contact for our internal CRM system and users seeking technical assistance over the phone or email
* Performing remote troubleshooting through diagnostic techniques and pertinent questions
* Determining the best solution based on the issue and details provided by users
* Serve as the first point of contact for users seeking technical assistance over the phone or email
* Record events and problems and their resolution in logs
* To take on ad hoc project work as directed by the IT Manager
* Identify and suggest possible improvements on procedures
* Hands on PC set up, maintenance and repair
* Working on Helpdesk tickets, diagnosing and repairing faults
* Installation and upgrade of equipment and software
Requirements:
* Proven experience in IT
* Tech savvy with working knowledge of office IT systems, network hardware and software
* Good understanding of computer systems, mobile devices and other tech products
* Ability to diagnose and resolve basic technical issues
* Proficiency in English
* Excellent communication skills
* Technical experience with Windows10, Windows Server, and Microsoft Office and Office 365 suites
* A general understanding of the needs of SMEs - email, telephony, backup and CRM (Customer Relationship Management) packages such as Sage
* A strong personal interest in IT and Computing
* Excellent time management skills with the ability to prioritise according to others' needs
* Excellent customer service and communication skills
* High work ethic with the eagerness to continually develop technical skills.
* IT qualification
* Hands on experience in IT support e.g. (1st line, 2nd line, ICT Technician, IT Analyst, Helpdesk, Service Desk)
* Able to work independently and as part of a team, strong problem-solving skills, confident communicator, and can-do attitude
* Experience in office moves, desk moves and hardware builds.
* Experience in using remote support tools
* Excellent customer service skills
Experience using IT Service Desk applications is desirable as is:
Active Directory administration, Office365, Mobile phone administration(MDM), Network trouble shooting and TCP/IP and general WAN/ LAN trouble shooting
NSS - Core Competencies
>>> The safest way
>>> Continuous improvement
>>> Working together
>>> Dependable service
>>> Empowering people