Come join our DX IT Service Desk team.
We are seeking our next Desktop Support (2nd level support) colleague to join our fast-paced and hard-working team.
Reporting into the IT Service Desk Manager, this role is based at our Liverpool office full time. We are looking for:
1. proven strong technical skills.
2. solid analytical troubleshooting techniques.
3. confidence to take ownership of your own workload including break/fix issues and request fulfilment.
4. the drive to resolve with accuracy and compliance.
5. excellent inter-personal skills are at the core of our team in promoting clear, effective and enthusiastic working relationships.
6. proven attention to detail and are timely, focused and able to perform under pressure.
Main Responsibilities
Responsible for the resolution of incidents and requests logged within the ITSM tool providing services over the phone, e-mail, in person and via our Service Desk colleague portal. This includes installing, diagnosing, repairing and maintaining all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance.
Administrative and Data
7. Daily, weekly and monthly system or compliance checks
8. Bespoke software support, setup, configuration and administration
9. Produce and maintain documentation
10. Complete change requests for software installations and upgrades
Service Desk Support
11. Incident Management - classifying, prioritising, recording or capturing tasks or actions for audit purposes
12. Problem Management - identifying trends to reduce repeat incidents
13. Change Enablement - using change controls to help support the team
14. Knowledge Management - identify, capture, coach and share knowledge
15. Service Fulfilment - accurately follow process & procedures
16. Liaising with managed service providers
17. Occasional site visits
Hardware, Server and Networks
18. Low level server maintenance and administration
19. VPN and security access
20. Troubleshooting network and hardware issues
21. Supporting internal phone systems
22. Asset Management
23. Multifunctional Device (MFD) support
Knowledge, Skills and Experience
24. Previous 2-3 years’ experience in a 1st/2nd line support role in a service orientated environment
25. Foundation ITIL is desirable
26. Working with SLA’s, OLA’s and XLA’s or having a grounded understanding of all.
27. Knowledge of Active Directory and Group Policy essential
28. Citrix environment experience is desirable
29. Microsoft: Windows OS, M365, Azure and MS Exchange Online experience is an advantage
30. Hardware builds / configuration knowledge – laptops, desktops and thin clients
31. PowerShell is desirable but not essential
Benefits:
At DX, our people are the foundation of our success. We reward our employees by providing different benefits at various stages of your employment with us, the most recent benefit we have added is Company Healthcare, which you become eligible for after 6 months of continuous service. This is a company paid for scheme at Level 1 allowing you to claim back for dental care and optician fees amongst other things. This is just one of the benefits that come with working at DX, the others are listed below:
32. Competitive Rates of Pay
33. Life Assurance
34. Enhanced Maternity & Paternity
35. Holidays: 20 days increasing with length of service + bank holidays
36. Long Service Recognition scheme
37. Company Pension Scheme
38. Employee Assistance programme including 24/7 Virtual GP
39. DX Discounts Portal
40. Excellent opportunities for career progression