1st/2nd Line IT Support

Our client, a leading organisation in the technology sector, is currently seeking a dedicated 1st/2nd Line IT Support Specialist to join their team on a permanent basis. This role requires a proactive individual who excels in providing exceptional IT support across multiple channels, ensuring efficient and effective service delivery.

Main Responsibilities:

• Provide email, telephone, remote, and in-person IT support, ensuring a high level of customer service.
• Build, configure, and deploy PCs, desk phones, and mobile phones, including associated software and operating systems.
• Maintain and support desktop infrastructure devices and all related hardware.
• Ensure software applications are maintained and patched in line with business cyber essential agreements.
• Take ownership of assigned tickets, documenting work and resolutions and escalating when necessary.
• Ensure tickets are closed within agreed SLAs and provide phone support for incoming IT calls.
• Work with approved vendors and suppliers, arranging site visits as required.
• Create and maintain documentation and user training materials relevant to IT support.
• Adopt a flexible approach to IT support coverage, including remote site visits.
• Engage in self-study and attend courses related to technical and personal development.
• Raise service shortcomings or propose changes to improve IT services to the team leader.
• Undertake ad-hoc site visits to provide onsite support when required.
• Perform other ad-hoc duties as necessary to maintain acceptable IT support levels.

Job Requirements:

• Relevant 2nd Line/Desktop support experience within medium or large businesses.
• Excellent telephone manner and face-to-face communication skills.
• Strong knowledge of Microsoft-based operating systems, focusing on Windows desktop technologies (Windows 10/11).
• Experience with asset and software management.
• Experience in a multi-domain environment.
• Proficiency in using and troubleshooting Microsoft Office, including Word, Excel, and PowerPoint.
• Knowledge of Office 365, Identity Manager, Mobile Device Management, and build deployment solutions.
• Experience troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation).
• Understanding of PC hardware setup and configuration.
• Basic understanding of network concepts.
• Excellent interpersonal skills, with the ability to inspire user confidence.
• Professional and thorough approach.
• UK Driving Licence.

Desired Skills and Experience:

• Encourage and motivate others to achieve their goals in alignment with organisational goals.
• Understand the customer''s situation to develop a fuller understanding of their needs.
• Strive to exceed customer expectations and advocate for customer satisfaction.
• Effectively handle dissatisfied customers and ensure efficient use of time and resources.
• Monitor progress against plans and act accordingly.
• MCP certification is beneficial but not essential.

If you have the relevant 2nd Line/Desktop support experience and are looking to further your career within a dynamic and challenging environment, we would love to hear from you. Apply now to join our client''s dedicated IT support team.

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