Onsite Desk Side Support Technician

Key areas of Responsibilities:

  • Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer’s process and procedures.
  • Positively promote the IT Team in order to develop the team profile and that of the wider IT function.
  • Participate in internal meetings, as required, in order to share and develop knowledge and best practice.
  • Provide ‘end to end’ ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
  • Be proactive and ensure that regular status updates are provided to open tickets.
  • Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
  • Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.
  • Investigate and resolve common desktop issues in order to ensure business continuity.
  • Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
  • Support others in the team in the achievement of their objectives.

 

Experience/Qualifications:

  • Experience within the customers related industry,
  • Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.
  • Demonstrable experience negotiating difficult situations to a successful conclusion.
  • Previously worked within a Desk Side environment and understand ITIL best practice.

 

Skills:

  • Excellent communication skills (written and verbal)
  • Keen attention to detail.
  • Organised and able to prioritise workloads and workflows.
  • Approachable and demonstrate outstanding customer service skills.
  • Self-starter who can help to formulate tactical plans to achieve department strategy.
  • Able to motivate and lead a team.

 

Measurements:

  • Positive Stakeholder Feedback.
  • Consistent compliance with best practice in accordance to the customer’s processes and policies
  • Progress of incidents and service requests monitored and reviewed
  • Quality and accuracy of information logged.

 

Location: London

To apply for this position, please send us an email.