Job Description
Copello have partnered with an established engineering business based in Fareham, in the recruitment of a Senior IT Service Desk Technician.
Please note candidates MUST be eligible for SC Clearance.
Responsibilities:
* Providing technical assistance for questions and problems
* Responding to queries via chat, email, or phone
* Resolve hardware and software issues, including installation, configuration, and troubleshooting of desktops, laptops, printers
* Diagnosing system errors and other issues
* Following up with customers to ensure full resolution of issues / requests
* Installing or changing software to fix issues or fulfil requests
* Remotely accessing hardware or software for clients to make changes and fix problems
* Using an ITSM tool to manage IT tickets
* Working with other IT team members to provide timely customer resolutions and to identify potential incidents
* Building and issuing IT equipment
* Assisting with production of IT Staff Rotas
* Assisting with resolution of customer escalations and complaints
* Assisting with the administration and improvement of the ITSM systems
Skills and Experience:
* Entry level qualification (BTEC, CompTIA, Degree or apprenticeship) in a computing related field
* Working in a customer service/customer facing role – at least 2 years
* Ability to perform remote troubleshooting and IT Assistance
* Ability to use an ITSM tool to manage tickets
* Ability to provision and support IT Equipment
* Understanding of IT Reporting, SLAs and KPIs
* Experience in a customer facing role
* Understanding of technology principles e.g. Active directory, M365, SharePoint, Power platform, networking, management of mobile devices, provision of IT equipment
Desirable:
* Supervisory experience
* Microsoft Certification
* Providing support technical or otherwise over the phone and using a CRM/ITSM system to manage customer interactions
* ITIL Certification
This role will be based in Whiteley working on shift rotations (37 hours per week) between 8:00-18:00 + on call support for key users during silent hours (on call renumeration).
The salary on offer for this position is between £27K-£30K plus benefits.