Contract role - inside IR35

Responsible For

Successful resolution of tickets assigned to the Service Desk Technical Team and support for all client side computing

Key Purpose of Job

Perform 2^nd line functionality for the IT Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.

Key Tasks

• Ownership of request through to resolution, following up and closing as necessary

• Diagnosis and troubleshooting of assigned tickets to resolution or escalation where necessary

• Provide a quality level of service to Customer ensuring communication is at the forefront

• Setting up from new and re-building Laptops and Desktops

• Installation and configuration of IT Hardware and Software.

• Research, recommend, plan, develop and implement new IT solutions and technologies.

• Keep operational documentation up-to-date.

• Be the final contact point for the majority of incident or requests reducing the number of requests that require escalation

PERSON SPECIFICATION

Qualifications

• Certificate or Diploma in computing (or equivalent).

• ITIL or equivalent qualifications would be an advantage.

Experience

 Extensive experience with using and administering computers

• A good understanding of ITIL methodologies under skills & knowledge

• Must be capable of defining a problem and applying a problem-solving methodology

• Must be able to priorities tasks and work under pressure.

• Previous customer facing roll

• Experience of administering a broad range of Technical/Engineering applications would be an advantage.

Knowledge & Skills

• Good working knowledge of the Windows 10\11 desktop operating systems, MECM\InTune, networking and common applications

• Proven abilities in diagnostics and troubleshooting

• Proven knowledge of hardware including – Desktops, Laptops, Soft Phones

• A good team player

• Prover knowledge of virtualisation, inc. Desktop, and its benefits.

• Excellent problem-solving skills and ability to work well as an individual and as part of a close team

• Ability to manage their own schedule, tickets and projects whilst managing priorities and be able to work under pressure

• Able to demonstrate initiative and a proactive approach to daily tasks

• Able to demonstrate a high degree of flexibility including shift and out of hours working