2nd Line Support - London, United Kingdom - Huntress

Huntress

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Title: 2nd Line IT Help Desk Technician, full-time contract

Salary:
£250-£300pd

Location:
Central London

Ideally, you'd have 5+ years experience working on a busy support desk supporting end-users with software, hardware, and network issue.

Key responsibilities:

Monitor unassigned ticket queue & answer support calls
Ensure ownership of incidents, requests, and problems from capture through to resolution while complying with SLA's and KPI's. This includes liaising with third party solution providers on escalated issues and keeping users informed of progress
Ensure all incidents/requests/problems are identified, maintained/updated daily, and escalated where appropriate using the Support Desk management system
Identify recurring incidents and adhere to incident and problem management processes
Assist the Help Desk manager with ad hoc project work
Assist in the maintenance and development of end user facing and internal department documentation.
Complete the onboarding and offboarding processes for new joiners and leavers

Key qualifications:

Experience dealing with high volumes of tickets on a global support desk (follow the sun support)
Exposure to and understanding of the ITIL framework
Selfmotivated and passionate about service delivery both as a team and independently
Usage of IT Service Desk software to track incidents, requests, and problems (preferably ServiceNow)
Use and intermediate troubleshooting of Microsoft Windows 10
Use and intermediate troubleshooting of Microsoft Office 2016Office 36
Intermediate account and group management in Active Directory, and MS Exchange
Experience/good understanding of mobile device management (MS Intune preferred)
Troubleshooting mobile devices (iOS and Android)

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.