Copello have partnered with an established engineering business based in Fareham, in the recruitment of an 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
* Resolving hardware and software issues, including installation, configuration, and troubleshooting of desktops, laptops, and 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 fulfill 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
Skills and Experience:
* Entry level qualification (BTEC, CompTIA, Degree, or apprenticeship) in a computing-related field
* 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:
* Microsoft Certification
* Providing support, technical or otherwise, over the phone and using a CRM/ITSM system to manage customer interactions
* ITIL Foundation or ability to work towards
This role will be based in Whiteley, working on shift rotations (37 hours per week) between 8:00-18:00.
#J-18808-Ljbffr