Job Title: Desktop Support Reporting to: Phil Smith Location: Bolton/Hybrid – Occasional travel to other sites Aldershot, Huddersfield & Hull Department: IT/Technology We want to be at the forefront of making a positive impact on the world. Our focus is providing Clean Technology to make the world a more sustainable place and every single transaction we make creates a brighter future. Our mission is to have renewable energy generation for every home and business throughout the world. Join Segen for an opportunity to help change the world with every action you make. It’s fast paced, challenging, dynamic and incredibly rewarding, because changing the world isn’t easy Company Profile Segen Ltd was formed in 2004 and is the UK’s largest Wholesale Distributor of Solar PV, Energy Storage Systems and EV-charging. With a growing European and international focus Segen is now part of the Labora Group since 2021. Segen Group turnover is more than £300m and growing at over 50% per year so there has never been a better time to join the team. Our customer base consists of commercial and residential installation companies. Access to our unique on-line portal and design tool, plus our emphasis on product quality, consistency and availability sets us apart in the market. Segen is a fast-moving business that responds quickly to any market changes supported by its bespoke ERP system and database and team. Key roles and responsibilities 1. User Support: • Respond to user queries via email, ticket system, or in-person regarding IT issues. • Be the first point of contact for IT Support issues • Troubleshoot hardware and software problems on desktops, laptops, and peripherals (e.g., printers, scanners). • Assist users in resolving login, application, SharePoint, or system access / user maintenance issues. • Support telephone system (8x8 or similar) • Desktop support via remote software () 2. Hardware Maintenance: • Set up and configure new desktops, laptops, and mobile devices. • Replace or repair faulty hardware components. • Conduct routine hardware maintenance and upgrades. • Ordering equipment and setting up accounts for new users in conjunction with our supplier 3. Software Support: • Install, update, and maintain software applications. • Provide basic training or guidance on using IT systems and tools. • Support Intune management of devices 4. Network Support: • Diagnose and resolve basic network connectivity issues. • Ensure devices are connected to the company network (Wi-Fi, LAN). • Collaborate with senior technicians to escalate advanced network issues. 5. Documentation: • Maintain records of hardware inventory and software licenses. • Log and track IT support tickets in a ticketing system (e.g., Zendesk, or similar). • Document troubleshooting steps and solutions for future reference. • Maintain IT asset tracking. 6. System Updates and Patching: • Ensure operating systems and applications are up to date (using a monitoring tool) 7. Collaboration with Teams: • Assist senior IT staff with larger IT projects. • Support onboarding processes by setting up workstations for new employees. 8. Incident Escalation: • Identify and escalate complex technical issues to higher-level IT staff. • Follow up on unresolved tickets to ensure timely resolution. 9. Customer Service: • Maintain a friendly and professional demeanour when interacting with users. • Ensure timely and effective communication regarding ticket progress or issue resolution. Skills • Technical Skills: Familiarity with Windows/macOS, Office 365, and basic networking concepts. • Communication Skills: Ability to explain technical concepts to non-technical users. • Problem-Solving: Analytical thinking to resolve common IT issues efficiently. • Organizational Skills: Capability to manage multiple tickets or tasks at once. • Willingness to Learn: A proactive attitude toward acquiring new skills and knowledge. Qualifications • Relevant IT related qualifications like CompTIA or AZ-900 is a plus but not essential Interpersonal Skills: Communication Skills: • Ability to explain technical concepts to non-technical users. • Good written and verbal communication for ticket documentation and updates. Problem-Solving: • Strong analytical skills for diagnosing and resolving technical issues. Customer Service: • Patience and a positive attitude when working with users. Time Management: • Ability to prioritize tasks and manage multiple support tickets effectively. Tools and Platforms • Experience with ticketing systems • Knowledge of remote support software • Knowledge of Microsoft 365 & Azure systems • Familiarity with Windows Command Prompt or PowerShell is a plus. What we offer: • 25 days holiday • EV Car scheme • Pension • Life Assurance • Discounted company products • Cycle to Work Scheme • Electric Car scheme • Career Development • Employee Assistance Scheme • Staff events and surprises