We are seeking a dedicated IT Support Technician to join our Group IT Support team. This role involves providing 1st and 2nd line support to users across the Group, both in the UK and internationally, via the Hargreaves IT Helpdesk. The successful candidate will ensure end users have the appropriate hardware/software, including building Company Standard devices, and will assist in daily Group IT initiatives/projects.
Key Responsibilities:
* Provide 1st and 2nd line support to users via the IT Helpdesk.
* Supply end users with necessary hardware/software and build Company Standard devices.
* Assist and support daily Group IT initiatives/projects.
* Oversee the Group IT Business Support / Helpdesk function.
* Work closely with employees to improve customer relations and technical support.
* Act as the initial point of contact for new IT calls, ensuring all calls are logged and prioritized.
* Troubleshoot issues and escalate as appropriate.
* Ensure helpdesk tickets are responded to and closed within agreed SLAs.
* Create purchase orders for Business Support items.
* Highlight process improvements and resolve conflicts.
* Conduct hardware builds and install authorized software.
* Oversee software applications and compliance.
* Perform site visits to Hargreaves locations as needed.
* Support cross-discipline IT projects.
* Manage the IT Store/Stock, including housekeeping and disposal of equipment.
Knowledge, Skills, and Key Competencies Required:
* ITIL knowledge (preferable).
* Previous experience in an IT Business Support function (preferable).
* Knowledge of Windows Servers, Microsoft Exchange, and MS Office Packages.
* Strong communication skills, both verbal and written.
* Self-motivated, enthusiastic, and a positive approach to work.
* Excellent time management and attention to detail.
* Strong problem-solving and analytical skills.
* Ability to work on own initiative.
* Educated to at least HNC Level standard or equivalent in an IT-related subject.
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