What you'll do

• Receiving and logging calls on behalf of users
• Routing calls to appropriate teams
• Providing technical assistance to users
• Administering and monitoring IT systems
• Pro-actively keeping customers updated
• Providing onsite and remote Desk Support
• Maintaining Service Level targets
• Installation of software and hardware
• Managing incidents, requests and problems
• Assisting with End User training
• Setting up accounts and completing the administration associated with this
• Supporting other regions when necessary and cover for annual leave and sickness leave
• Travel across the GB area for training, roll outs and general ad hoc tasks when requested (Fully expensed, around 30% of the role)

What you'll need

• Previous Service Desk experience within an ITIL environment
• Driving Licence is essential
• A positive, proactive manner with excellent customer service skills and experience of following procedures and guidelines
• Excellent verbal and written communication skills, along with good planning and organisational skills
• Self-initiative and the drive to provide great customer service
• A basic understanding of IT systems (servers, networks and printing devices)
• A committed can-do attitude
• Previous experience of providing first-line support
• Able to work to tight deadlines in line with a Service Level Agreement environment
• Strong analytical skills and the ability to work effectively on your own and in a team environment
• Availability to travel nationwide for 40% working time
• Experience of using appropriate IT technology, methods, principles and equipment such as: Win8/Win10, Laptop / desktop support, Basic Networking knowledge, Active Directory, Incident management systems
• Experience of using the following IT technology would be desirable: SCCM/MECM’, MAC, Cisco Phone Systems or other similar system, MS SharePoint, Office 365, ServiceNow