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:
1. Providing technical assistance for questions and problems
2. Responding to queries via chat, email, or phone
3. Resolve hardware and software issues, including installation, configuration, and troubleshooting of desktops, laptops, printers
4. Diagnosing system errors and other issues
5. Following up with customers to ensure full resolution of issues/requests
6. Installing or changing software to fix issues or fulfil requests
7. Remotely accessing hardware or software for clients to make changes and fix problems
8. Using an ITSM tool to manage IT tickets
9. Working with other IT team members to provide timely customer resolutions and to identify potential incidents
10. Building and issuing IT equipment
11. Assisting with production of IT Staff Rotas
12. Assisting with resolution of customer escalations and complaints
13. Assisting with the administration and improvement of the ITSM systems
Skills and Experience:
1. Entry level qualification (BTEC, CompTIA, Degree or apprenticeship) in a computing related field
2. Working in a customer service/customer facing role - at least 2 years
3. Ability to perform remote troubleshooting and IT Assistance
4. Ability to use an ITSM tool to manage tickets
5. Ability to provision and support IT Equipment
6. Understanding of IT Reporting, SLAs and KPIs
7. Experience in a customer facing role
8. Understanding of technology principles e.g. Active directory, M365, SharePoint, Power platform, networking, management of mobile devices, provision of IT equipment
Desirable:
1. Supervisory experience
2. Microsoft Certification
3. Providing support technical or otherwise over the phone and using a CRM/ITSM system to manage customer interactions
4. 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 remuneration).
The salary on offer for this position is between £26K-£30K plus benefits. #J-18808-Ljbffr