IT First-line Support - Chippenham, United Kingdom - Acorn Recruitment And Training

Acorn Recruitment And Training
Acorn Recruitment And Training
Verified Company
Chippenham, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

beBee Recruiter
Description
Do you have first line support and are happy working part from home part office based? Do you live within a commutable distance of Chippenham? If so we want to hear from you

Location:
Part working from home, part office-based


Salary:
£18k - £23k per annum with progression opportunities

Role accountabilities:

  • Work with the IT support manager and the rest of the IT support team to deliver an efficient, customerfocused IT helpdesk service within agreed SLAs and meeting or exceeding relevant KPIs
  • Accurately log tickets using the IT helpdesk ticketing system
  • Maintain ticket queues in order to ensure tickets are dealt in an efficient and timely manner
  • Identify and diagnose software and hardware problems with desktops, laptops and network hardware
  • Assess whether common problems can be fixed by the support technician at the point of contact or within a reasonable timeframe, or whether they need to be escalated
  • Provide assistance to staff at regional offices via telephone support and using remote control tools
  • Investigate and research complex issues using internal or webbased information resources
  • Assess and escalate complex issues to the 2nd line support technicians or external parties if required, ensuring complete and accurate information is gathered and recorded in the ticketing system
  • Proactively undertake common systems administration tasks on Windows desktops and laptops to ensure performance is maintained
  • Accurately add and update user and computer information in Active Directory, including the administration of accounts for new starters and leavers
  • Manage access to files and folder for users, granting or refusing access in accordance with IT security policy and with appropriate authorisation from folder managers
  • Provide advice and guidance on the use of IT systems staff at all levels
  • Create and update technical and user documentation as required, including 'howto' guides for common IT tasks
  • Install and configure nonstandard software as authorised by the IT support manager or head of IT
  • Carry out basic installation and maintenance tasks on fixed line and mobile telecommunications systems
  • Build and configure mobile devices for staff
  • Install and configure the specific Windows build on all new and existing laptops and desktops
  • Create and update asset records to keep track of laptop, desktops, mobile devices, SIM cards and other hardware items
  • Assist 2nd line support technicians and the IT support manager with specific areas of IT security including backups, patching and antivirus
For more information on this job role, please get in touch with.
Acorn Recruitment acts as an employment agency for permanent recruitment.
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