IT Service Desk Tech- 1st Line

Description

Responsible for providing front line IT support to users who contact the IT service desk via telephone, support ticket, as well as other methods. To quickly identify the cause of the issue being reported and follow established processes and SOPs (Where applicable). Escalate any tickets that cannot be resolved to the correct resolver group and notify team if the request is of an urgent nature.

• Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Resetting of account passwords following the Identity validation process for password resets.
• Take ownership of issues and see them through to resolution, even when it might be out of the core role.
• Provide troubleshooting steps in order to resolve system problems and diagnose hardware and software faults either over the phone or in person.
• To suggest improvements to any processes and challenge the status quo.
• Supporting Line Management in achieving set team objectives.
• Processing of requests for Windows Login Accounts, VPN Accounts, IT Security requests.

Requirements

• To be able to work in a busy team but still use own initiative to solve problems.
• Excellent written and verbal communication skills.
• The employee is occasionally required to stand and walk.
• Proficient in the day-to-day usage of a Windows operating system.
• Basic SCCM knowledge.
• Working Knowledge of IT hardware.
• Ability to be able to multi-task and prioritise multiple tasks.
• Working knowledge of installing software.
• Ability to explain technical problems in a non-technical way to end users with limited IT knowledge.
• Microsoft 365 Management, (Azure, Intune, Teams, Exchange, SharePoint, OneDrive, + Office applications).
• Experience of 1st line support or working in a call centre
• Any IT related certifications
• Experience of a customer facing role either in person or over the phone.
• Any non-corporate or corporate IT experience.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
• Ability to follow instructions and read technical documentation.
• Apple Mac Experience.
• The employee must frequently lift and/or move up to 10 pounds.
• Growth mindset
• Windows Active Directory administration such as creating groups, creating user accounts, modifying accounts and moving accounts.
• Understanding of basic IT Support principles.
• Windows 11 troubleshooting.

Benefits

Minimum Qualifications

Training + Development

Interview process

Visa Sponsorship

Security clearance