1st Line IT Service Desk Engineer - Bolton, United Kingdom - Appcastenterprise

Appcastenterprise

Verified Company

Bolton, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

**JOB TITLE:
1st Line IT Service Desk Engineer

RESPONSIBLE TO:

IT Service Desk Manager

ACCOUNTABLE TO:

IT Service Desk Manager

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LINKS TO:

IT Service Desk, Infrastructure Architect, Security Architect & Digital Architect

JOB PURPOSE:

Provide 1st line support services, as part of a team of experienced engineers, to assist with the company's progression.

You will own, monitor and resolve service desk incidents, problems and service requests by investigating a range of technical issuesacross all areas of the business.

The key focus will be on providing fixes, escalating where necessary, assisting the support team and supporting the general delivery of services in our large estate of offices, schools and care homes.

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KEY ACCOUNTABILITIES:

To be the first point of contact for staff that require IT support and to log them in the service desk ticketing system
Responsible for troubleshooting and resolving 1st line issues including incidents, problems and service requests and providing regular updates to the end user
Own, monitor and resolve incidents and service requests in a timely manner, escalating where necessary to the IT Service Desk Manager
Maintain a good standard of customer service with all clients to make sure they are informed of all changes to the requests and incidents which have been logged
Liaise with regional offices / schools on a regular basis to confirm all systems and services are operating as required
Log all communications and progress in the ticket management system
Maintain, organise and manage the hardware database. Ensure all requests are completed for all areas of the business
Organise the transportation of hardware items to and from regional offices and schools
Maintain stocks of spare parts/consumables etc, alerting the Senior Service Desk Analyst when shortages occur, and liaising with suppliers to replenish stocks
Liaise with external suppliers regarding the repair of equipment under warranty or maintenance contract
Assist the Senior Service Desk Analyst to organise IT workshops or informal help and tuition sessions to users as required
Will be required to run with and escalate Cyber and Infrastructure P1 incidents to the Security team for remediation
Work with the IT Service Desk Manager to define and improve service desk/ management processes and standard operating procedures to improve service
Configure and maintain user permissions on share point or file servers
Responsible for creating and building the knowledge base and sharing knowledge across the service desk
Identify, recommend and amend inefficient work tasks and processes to improve efficiency
Administration management of Microsoft 365 accounts
Providing printer support, both hardware and software
Administration management of Active Directory/Azure
Supporting connectivity for multiple sites
Remote site diagnostics
Support structure for the Service Desk

In addition;

Attends meetings and team events as required
Participates in an annual performance review programme
Works in accordance with all the policies and procedures of the NFA Group, especially those relating to Child Protection and Safeguarding, observing at all times the strict rules of confidentiality appropriate to the role
To be familiar with all Health and Safety issues relating to the use of IT equipment, and bring to the attention of your Line Manager any Health and Safety concerns
To be aware of, and work within the Company's Health and Safety policies, relating to the working environment and building security, reporting any issues promptly to immediate Line Manager
Work within the provisions of the Data Protection Act, observing strict confidentiality in relation to all aspects of work undertaken
To be aware of equal opportunities issues and to work positively towards antidiscriminatory and antiracist practice

REQUIREMENTS

Technical skills:

Microsoft 365 experience (essential)
Active Directory/Azure (essential)
Knowledge of MDM (preferred)
VOIP/Telephony solutions including 3CX and Mitel (preferred)
Microsoft Windows 10 (preferred)

Experience and Skills:

Minimum of 2 years' proven experience in a similar role within a technical support desk or MSP, supporting internal and/or external customers (essential)
Holds a professional qualification (Microsoft MCP) or an IT qualification at NVQ/GNVQ Level 3 or higher (essential)
Service desk experience working tickets (essential)
Strong customer service skills (essential)
Good knowledge of Microsoft products from Windows 10, MS Office, etc. (essential)
Good knowledge of working within an ITIL framework (essential)
Good understanding of IT infrastructure (essential)Good working knowl