IT Service Desk Technician | 9 Month Contract | (Inside IR35) | Hybrid | Starting ASAP
Day Rate: £170
About the Role:
Provide a knowledgeable, skilled, polite, helpful and professional IT support service for all customers of the IT Service Desk, with enhanced, second level support.
Maintaining and acting as a source of expertise in all infrastructure, networks and platforms used to deliver IT Services, escalating to colleagues or third- party suppliers where appropriate.
Main Duties:
- Providing a professional and helpful point of contact for customers contacting the Service Desk during its hours of operation.
- Categorise and prioritise all support incidents and requests, escalating as required by process, priority and workload to ensure management visibility of high priority incidents and timely resolution in line with service level agreements.
- Assigning network and application security permissions and ensuring that security permissions are correctly implemented in line with authorisation approval and principle of least access.
- Maintaining the IT Asset register and CMDB with the current location and status of all end user equipment.
- Engagement with third party suppliers and support services where appropriate to resolve support tickets.
- Resolve incidents raised via the IT Service Desk ensuring resolution in line with priority and SLA, keeping the customer informed on progress at all times, working with third party suppliers or escalating internally where required.
- Recording all updates and actions taken in response to tickets in the ticket management software.
- Provide support for all network and security infrastructure, delivering IT services to internal and external customers.
- Identify, record and sponsor any changes to systems through the change management process to deliver service improvements or projects.
- Prepare and deliver appropriate documentation on known errors, common fixes and general support for Service Desk team in relation to improvement work and projects..
- Work as part of a team to investigate and resolve problems identified through the problem management process
Essential Skills & Experience:
- Working in a busy, customer facing IT Service Desk environment
- Using a Service Desk tool to manage incidents, service requests, problems and assets.
- Supporting common office software, Microsoft Windows 10/11, Azure Services and applications, Windows Server 2012/2016/2019, Active Directory and Office 365 e.g. Outlook, SharePoint, One Drive.
- Experience of working to ITIL standards
- The ability to communicate with non-technical colleagues to resolve IT incidents remotely.
- The ability to work on own initiative and prioritise and manage own workload.
- Troubleshooting and resolving IT Hardware problems.
- Ability to plan and deliver own workload to meet the response times required by IT service level agreements for incidents and project timescales for IT development projects.
This role has been deemed Inside IR35 by the client. Applicants must hold, or be happy to apply for, a valid Basic Disclosure Scotland. Please click the link to apply.
