1st Level Service Desk Technician - Permanent

Our client is actively looking for a 1st level Service Desk technician for a permanent role based in their offices in St Albans

Excellent Salary on offer for the right candidate

The Service Desk Technician role is responsible for the customer facing and 1st line support role within the Service Desk, on a day to day basis and to provide support and feedback to the Management & team coordinator in the running of the department. The role also ensures that incidents and requests are processed within our service level agreements and resolved to customer satisfaction.

Duties include:

• Provide 1st level response to technical software and hardware incidents for all users, to agreed service levels both in terms of performance and customer satisfaction.
• Liaise with 2nd level technical support staff to ensure support response times are within agreed limits
• Installation and configuration of approved hardware, software and mobile devices
• Creating, updating and flagging knowledge base articles as required
• Clearly communicate technical solutions in a user friendly and professional manner
• Keep users informed of call status if requested.
• Site attendance as required
• Delivers, Tags, sets up and assists in the configuration of end user PC hardware, software and peripherals.
• Co-ordinates timely repair of PC equipment covered by 3rd party vendor maintenance agreements.
• Escalation of issues to the Service Desk Management team

Ability to be:

• Accurate whilst following documented processes and policies
  • Customer and service orientated
  • Highly driven and have a professional/determined/positive mental attitude.
  • Willing and capable to work well independently and within a team environment. Has capacity to inspire and motivate others.
  • Effective communicator with all levels of the business
  • Analytical thinker, with a systematic approach to decision making and problem solving, whilst under pressure
  • Demonstrates drive and commitment

• Adaptable/flexible-to cover a 7.5-hour shift between 7:30am-6:00pm.

Knowledge of:

• Desktop Operating Systems
• Basic hardware for PC's
• Basic Active Directory preferred
• Basic Office 365 administration
• Service Management system

Skills:

• ITIL Foundation-preferred
• Minimum 1-year experience in a Service Desk environment
• A+ certification-preferred
• MCSA/MCITP certification desirable

Driving:

• Own transport required for travel to sites and other offices

If you feel you are a good fit for this role and would like to apply then please send your up to date C.V and contact details through the portal provided