|Job Ref:||204716073||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||County/State:||Berkshire||City:||Reading||Address:||Post Code:||RG2||Salary:||£20000 - £25000/annum + great benefits||Post Date:||24/10/2016 10:43|
Service Desk Technician - based in Reading|
Permanent position, paying salary up to £25,000 + great benefits
My client is one of the UK's leading specialist resourcing and consultancy firm in the areas of governance, compliance and complaints. Their ambition is to enhance the reputation of their clients with their customers, people and regulators.
My client's success relies on its computing facilities being available, effective and efficient.
The purpose of the role of the Service Desk Technician is to act as a ?first-responder? - a first point of contact for all requests logged with the Service Desk. In responding to incidents, user requests and problems, a Service Desk Technician offers a professional, courteous, speedy and effective service to ensure disruption to the company's business processes and clients are kept to a minimum.
My client takes information security seriously and has achieved certification to ISO27001:2005. A Service Desk technician ensures that company's computing facilities are kept secure and that new proposals, installations, upgrades and changes do not breach the company's security policy or expose us to unnecessary risk.
â€¢ Ensure that incidents and problems logged on the company's call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised.
â€¢ Ensure that identified incidents and problems are descriptively logged and kept up to date on the company's call logging system.
â€¢ Ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
â€¢ Strive to resolve a majority of tickets on first contact and to work with the Service Desk Manager to identify opportunities to further improve the number of tickets resolve on first contact.
â€¢ Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
â€¢ Ensure the business's computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.
â€¢ Ensuring the IT Team's documentation is kept up to date.
â€¢ Carry out manual handling, moving desktop equipment during desk and office moves as well as project set ups.
â€¢ Perform daily tasks as per the IT schedule including server backups, performance and capacity monitoring.
â€¢ Good level of understanding of a Microsoft Windows Active Directory environment.
â€¢ Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office.
â€¢ Good level of understanding of TCP/IP.
â€¢ Good level of understanding of backup strategies and technologies, preferably Symantec Backup exec or Veeam VMware backup.
â€¢ Current IT qualification, preferably Microsoft, Cisco or VMware. Or be able to demonstrate the equivalent experience and knowledge.
â€¢ Be able to demonstrate excellent problem management skills.
â€¢ Excellent business communication skills, with the skills to communicate at all levels.
â€¢ Excellent time management.
â€¢ Capable of moving desktop equipment in an office environment.
â€¢ Experience of working in an ITIL aligned environment.
â€¢ An out-of-the-box thinker with a passion for IT and how information technology and new technology can be used to improve the business.
â€¢ Good level of understanding of a virtualised computing environment, preferably VMware.
â€¢ Expert level of understanding of a Microsoft Windows Active Directory environment.
â€¢ Be able to demonstrate an expert understanding of the major Microsoft packages namely Microsoft Windows and Office.
â€¢ Expert level of understanding of the latest Microsoft Exchange technologies.
â€¢ Any of the following IT qualifications; CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA).
â€¢ Experience of supporting any of the following; Microsoft Dynamics CRM, Hitec Labs DatastoreDSX, Epicor E4SE/EBO.
â€¢ Experience of working with ISO27001:2013.
â€¢ Advanced understanding of LAN/WAN technology.
â€¢ Experience of modern telephony systems including VOIP, preferably AVAYA.
â€¢ Good project management skills
â€¢ Degree in a relevant subject.
â€¢ Full and clean driving license