What you’ll be doing
•Provide 1st level technical support for various IT incidents and requests.
•Handle queries raised either by phone, Teams, through the outsourced team or via our Service Desk portal.
•Monitor helpdesk queries and providing technical L1 support as required.
•Take ownership of incidents through to resolution.
•Maintain a high degree of customer service for all support queries and adhere to service management principles.
•Troubleshoot basic issues on the LAN, Wi-Fi and network cable (patching).
•Understand and proactively operate the escalations procedure engaging 2nd and 3rd line service desk, infrastructure/operation support teams in accordance with any agreed SLAs and/or process.
•Update or create support documentation or knowledge base articles to assist team members and colleagues with self-help information.
•Build PCs/laptops and attempt to troubleshoot hardware problems.
•Provide desktop, printer, phone support in a Windows 10/11/AD/Office environment.
•Deploy new IT equipment as part of the management of migrations, movers, starters and leavers processes.
•Be positive in undertaking any reasonable duties relevant to the position to ensure the success of the department
You will have
Essential
•A basic level of IT literacy.
•Basic troubleshooting and problem-solving skills.
•Basic knowledge of Microsoft based Operating Systems - emphasis on Windows 10 & 11.
•Good verbal and written communication skills.
•Experience with MS Office.
•Confident at working individually on site
Desirable
•Relevant IT Service Delivery experience or IT Desktop Support Experience
•Knowledge of User & Security Groups and Active Directory Administration
•Using and installing Microsoft Office 365 - permissions, calendar sharing, delegation
•Experience supporting Desktop, Laptops, Multi-Functional Devices and Software with skills in a windows OS / Active Directory environments.
•Basic TCP/IP knowledge
•Remote Desktop Services
•Microsoft SCCM
Personal qualities
•Excellent communication skills, both written and verbal.
•Eager to learn.
•Able to work as an individual and as part of a team.
•Attention to detail and time management skills.
•Ability to work under pressure.
•Good organisational skills.
•Able to prioritise workloads.
In return you’ll the receive the following:
1. Opportunity to work for the ‘Best Place to work in Travel’, with like-minded colleagues
2. Competitive salary
3. Perkbox - discounts and rewards programme
4. Company matched pension scheme - up to 5% (for this level)
5. 25 days holiday, plus bank holidays (increases with length of service)
6. Enjoy your birthday off
7. Free annual travel insurance, which includes your family and / or partner
8. Long service bonuses
9. Free eye tests
10. Flexible hybrid working trial
11. Cycle to work scheme
12. Discounted Holidays and prize draws
Share this job Location
Carrier – Didsbury
Department
IT
Job Title
IT Service Desk Engineer
City
Didsbury
Country
United Kingdom