IT Service Desk Engineer As a member of the IT Services Desk Team, you will provide a first line and second line support for the internal IT Infrastructure.
This is an exciting chance to gain experience working in a front-line support environment and develop your technical skills and system knowledge.
The successful candidate will need a strong technical and analytical skills, demonstrate knowledge of the use of technology, as well as strong interpersonal skills in dealing with a wide range of users with varying levels of computer familiarity.
2 3 years of IT Service Desk Support experience
Windows 7 & 10 desktop experience
Active Directory administration experience
Experience with Anti-Virus / Endpoint Protection software
Strong MS Office 365 skills, particularly Outlook, Excel, and Word
Calmness under pressure and ability to maintain good humour
Be able to grasp concepts quickly, and have attention to detail
Ability to create and maintain strong working relationships both with users and technical teams
Excellent communication and organisation skills
Excellent time management
Duties and Responsibilities
Provide first line support for internal IT equipment and systems used by ION employees
PC hardware and software installation and troubleshooting, including peripherals
Accurately record / assign details of calls in our issue tracking system
Accurately categorize faults and queries and prioritize them in accordance with agreed Service Levels
Ensure that all Help Desk related issues are resolved or where necessary escalated
Manage call-logging queues as required, ensuring timely and accurate professional feedback on progress
Provide advice, guidance and assistance in the rapid restoration of normal services to internal users
Ensure that all IT related equipment is configured to an agreed specification and documented as necessary
Produce and maintain documentation for use by end users and other members of the Corporate IT team
Ability to provide cover to offices in different regions when required. Advance notice for this will be given