- Responds to end-user requests for support
- Monitoring Service desk and phone
- Triage and escalation of incidents
- Resolve tickets according to SLAs
- Be open and collaborative with users and team members
- Work within department guidelines of policy, practice, and procedures
- Maintain composure and professionalism when presented with challenging situations
- Participate in an on-call rotation providing emergency IT support outside regular business hours
- Stay up-to-date with technologies and internal processes.
- Administer/Maintain Workstations
- Hardware, Software and Operating System (Windows and Mac) maintenance
- Laptop Compliance and Security
- Basic Asset Management
- Document issues and resolutions in the company ticketing system (currently JIRA)
- Desktop/Laptop build and support
- Deployment of new laptops/desktop and configuration changes
- Configuration of workstation networking, both wired and wireless
- Physically set up end user computer systems and related devices with supervision
- Shipping of laptops and peripherals to remote employees and offices
- Some knowledge of Dell and Lenovo PC hardware, and Apple Mac
- A minimum of 6 months of relevant work experience or technical training
- Ability to work in hybrid model (min. 3 days on-site in Reading office)
- Good written and verbal communication skills
- Basic Knowledge of Microsoft Operating Systems
- Basic Knowledge or experience with Office 365 (including Teams and OneDrive)
- Basic Troubleshooting skills
- Basic Knowledge of laptop\desktop components and peripherals in scope
- Organized, detail-oriented, self-motivated
- Able to achieve agreed goals within targeted schedules
- Able to reliably work independently and collaborate effectively on team/group projects and assignments
- Optional infrequent travel for special projects and events; typically, less than 5%
- Ability to learn and adapt to changing priorities and business demands
Service Desk Technician - Reading, United Kingdom - precisely
Description
Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 99 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely
Intro and job overview:
The Service Desk Technician will report to the Service Desk Manager and will interact with employees of Precisely at all levels of the organization. The primary function of this position is to provide a first point of contact for all IT issues. Responsibilities will also include, but are not limited to, troubleshooting hardware, operating system, and software problems, monitoring and distributing helpdesk tickets. Working hours will be normal business hours, with some on-call rotation requirements.
Responsibilities and Duties:
Requirements and Qualifications:
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It is a requirement for all roles at Precisely to adhere to applicable data privacy and security laws, rules, regulations, and company policies. For more information about Precisely's privacy practices, please see our Privacy Notice: .