We have a new opportunity available for our client who are based in Turnford.

Our client are looking for an experienced Service Desk Administrator.

The company can offer you a competitive salary and benefits, along with a welcoming and friendly working environment.

Job summary;

• To provide 1^st line support and assistance to the users of the company’s IT systems, assisting them with hardware and software problems via phone, email and onsite.

• To provide support to business users on reporting issues, process errors within the companies ERP system and data analysis.

Key duties;

• To be the first point of contact for all incoming support requests.
• Monitor incident progress through to final resolution.

• To manage the ICT loan equipment (laptops and projectors)

• To provide first line technical support of desktop hardware and peripherals.

• To provide first line support of software / business systems.

• To maintain a high degree of customer service for all support queries.

• To take ownership of user problems and be proactive when dealing with user issues.

• To log all calls into the call logging system and maintain full documentation.

• Support users in the use of computer equipment by providing training and advice.

• To provide off site support as and when needed.

• To allocate more complex service issues to the relevant IT team member.

• To arrange for external technical support where problems cannot be resolved internally.

• To update and maintain system & business process documentation & reporting

• Report layout changes

• To provide active directory administration e.g. Permission changes, setting up new users, Distribution list changes
• Ensure that the IT office is kept in an orderly fashion at all times.

• To assist in the production of key performance indicators

• To assist the team as required

• Other general duties as directed by the Infrastructure Manager.

Qualifications & experience

• 1-2 years experience in a similar role with 1^st line / service desk support experience
• Basic understanding of PC hardware set-up and configuration.

• Basic understanding of networking concepts and troubleshooting

• Understanding of Active Directory

• A good general knowledge of all IT systems and understanding of business processes.

Specific knowledge, experience & skills

• Demonstration of strong interpersonal skills with the ability to communicate with internal and external stakeholders. 
• Must display excellent telephone manner and face to face communications skill.
• Ability to work independently and as a team.

• Attention to detail and analytical skills. Accustomed to working with and interpreting data.

• Ability to negotiate with and influence key stakeholders, seeking win-win solutions.

• Proven Time Management skills: Accustomed to working with and meeting time critical deadlines.

• Resilient. Accustomed to Problem Solving and working in a organised and structured way to do so.
• Flexible.

• Demonstration of a  positive “can-do” attitude

• Ability to support and train

• IT skills – highly proficient with Microsoft Office (2013/2016), Windows Operating Systems. Experience working with Navision (desirable).