IT Helpdesk

  • Job Ref. 011546
  • Location Milton Keynes
  • Salary Up to £ 25,000 p.a. + Bonus + Pension
  • Job Type Permanent
  • Contact James Sloane

Job Description

A large national automation product distributor is looking to recruit an IT Helpdesk person. The role will see you complete IT issues internally. The ideal candidate will have previous experience of working on an IT Helpdesk.

Commutable from: Milton Keynes, Bedford, Luton

Salary: Up to £ 25,000 p.a. + Bonus + Pension + Healthcare

Suitable for: IT Helpdesk, IT Service Desk

The Role

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
Troubleshooting of IT related problems from in-house software to hardware, such as Smart Phones, Laptops, PCs and Printers
Troubleshoot basic network issues such as ADSL broadband issues
Escalate unresolved calls to the Senior IT Technicians
Log all calls in the Helpdesk Call Logging system
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide stats for the weekly Helpdesk Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Intermediate Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
To arrange for external technical support where problems cannot be resolved in house (OneOffice)
Be accountable for personal development and contribute to the evaluation of performance in line with company`s core competencies and learning and development framework
Takes on additional tasks in order to meet departmental, project related or developmental objectives.
Compliance with H&S policy and procedures
Compliance with GDPR regulations
Assist with the training of the I.T. Apprentice role.

The Person

Excellent communication skills and telephone manner.
Excellent organisational skills
2 years previous IT Service Desk and/or Call Centre experience required
Incident Management experience – Managing incidents including business expectations and communication
Intermediate User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 & 8,10 and Office 2007 and above
Troubleshooting network issues
Understanding of network topologies
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Experience of ERP Systems an advantage
Experience with VMware is desirable
Experience with Mimecast is desirable

To apply to this role, please send an updated CV to James Sloane via email, for more information please call James – 07551 154 063

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