Job Description

Main duties and responsibilities

• First point of contact for all ICT related incidents and service requests to meet the agreed Service level agreements.
• Logging incidents and service requests in Service Desk system and managing the queue. Fully documenting the process involved from taking the call to resolving the issue.
• Ownership and further development of Service Desk knowledge base.
• Resolving incidents or delegating them to appropriate teams and / or escalating them when appropriate
• Deliver high quality and end user focused service either remotely, by telephone or onsite
• 1st and 2nd line technical support for Active Directory, MS Exchange, MS Office Apps, Windows Workstations, Exchange, Citrix.
• Routine Systems Administration Tasks
• Administration of hardware inventory and software licenses
• Installation and maintenance of IT related infrastructure either onsite or remotely
• Hardware maintenance e.g. changing PC components

Place of Work

Your normal place of work will be flexible, you may/will be required to travel during your duties to attend meetings, installations, and other site appointments. Travel and reasonable expenses will be paid in line with the Company’s Expenses Policy. A willingness to travel is critical as is a full, clean UK driving license and fully operational car.

Required Knowledge, Skills, and Abilities

Qualifications and Registration Microsoft Certification or Similar ITIL Foundations CCNA (Desirable) Experience and Competencies Minimum 3 years IT Support Experience ITIL Framework Knowledge Virtual Server Environments IT Administration IT Service Management