IT Service-desk - London, United Kingdom - Education Support Professionals Ltd

Education Support Professionals Ltd
Education Support Professionals Ltd
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
IT SERVICE-DESK (Europe) : ICT 1st Level SUPPORT - HYBRID WORKING - LONDON OR MILTON KEYNES -£25K + Ex Bens

Our client - an International group of schools are looking for a 1st Level Helpdesk Technician to cover their UK and EU operations - This is an developing role that will see you working 3 days a week from home and two days on site in either London or MiltonKeynes

Ideally you will have a background in Education
- so that you understand the nuances of how Primary and Secondary levels work

  • This role will see you develop your ServiceDesk skills and give you a new perspective of how schools are run both in the UK andon the Continent.
This is a varied role that with duties that include:

  • Accurate registration, prioritisation and classification, of all requests in the IT Service Management system, from multiple channels.
  • Identify, triage, and resolve / escalate all IT support requests that come through the Service Desk, with efficient resolution of 1st line IT work within agreed SLAs utilising the ITSM tool.
  • Carry out initial diagnosis of incidents to ensure that they can be progressed quickly and accurately.
  • Ensure all incidents and service requests are responded to and managed within SLA timescales.
  • Provide remote technical diagnosis and fault resolution.
  • Ensure Service Desk communications and notifications for service outages are sent to IT users, liaising with suppliers and colleagues in the IT department as appropriate.
  • Remotely install and configure approved computer hardware and licenced software, following agreed policies and procedures.
  • Manage the creation, editing and termination, of staff and student user accounts following agreed policies and procedures.
  • Instruct IT users on equipment operation, care and maintenance
  • Ensure end user guides and support process documentation is accurate, kept up to date, and readily available to all colleagues.

Skills include

  • Good working knowledge of user account management and administration (AD, Azure, O365)
  • Basic/Good understanding of IT Infrastructure & Applications Support
  • Microsoft
  • Communication
  • Listening and organising
  • Problem identification and resolution
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