As the first point of contact for IT-related queries, you will provide 1st line support to staff and partners. You’ll work closely with experienced team members to learn how to resolve technical issues, manage IT assets, and support business operations.
This role will work an early/mid/late shift, between the hours of 08:00 – 21:30, with late shifts responsible to an overnight on call. There is a lot of flexibility in the shift and weekend work. The role entails weekend work, split across the Service Desk and End User Compute teams to support the business during peak times of sport. Days of in lieu will be given when working a weekend.
What type of candidate are you?
Someone who is naturally interested in existing and future technologies. A conscientious and dynamic team player who will take pride in being part of a well respected Service Desk Team. Someone who demonstrates self-discipline and attention to detail through their work. You will be confident in taking ownership of Service Desk tasks – working independently or as a team when required. You will be able to perform well under pressure when required. You enjoy building great working relationships with the people you work with and support around the business.
What will you be doing?
- Provide 1st line IT Support to all supported users that contact the IT Service Desk.
- Assist on the starters, leavers, and movers’ process
- Assist on employee onboarding and technical training events, providing inductions as required.
- Performing Daily/Weekly/Monthly Scheduled Tasks
- Undertaking end-to-end office desk moves and changes
- Manage stock asset management, ensuring levels remain at buffer stock and liaising with vendors to replenish when required.
- Ensuring all technical issues and queries received via chat, phone, email, self-service portal, or drive-by’s are logged, tracked, and actioned according to agreed processes and best practice.
- Providing a service that is responsive to customer needs by solving as many problems as quickly and directly as possible; if necessary, liaising with other Tech staff to complete the resolution of the user’s needs.
- Learn and apply ITIL best practices in daily tasks.
What skills will you have?
Essential
- 1-3 years’ experience in a service desk environment
- A fast learner with a proactive interest in new technologies and processes
- Proven ability to deliver high-quality customer service both face-to-face and remotely
- Strong interpersonal skills with the ability to build effective relationships at all levels
- Hands-on experience administering Microsoft technologies (O365, Exchange, SharePoint, OneDrive, Teams, Active Directory, Azure AD, Intune)
- CompTIA A+ certified or currently working towards certification
- Practical understanding of ITIL Foundation principles within a working environment
- Experience using IT call-logging systems for service requests and incident management; familiarity with ServiceNow advantageous