- Contract Duration: 6-9 months
- Location: Craigavon
- Salary: £25-35K (Annual Equivalent)
We are seeking an IS Support Technician to ensure optimal computer operation so that end users can efficiently complete business tasks. This role involves prioritising, documenting, and actively resolving end user help requests and providing hands-on support at the desktop level. The successful candidate will also mentor and support other Support Technicians.
Day-to-day of the role:
- Manage and respond to assigned/escalated end user requests via telephone, email, and in-person in a courteous manner.
- Build rapport with service desk customers to effectively understand and address issues.
- Prioritise and schedule problems, escalating to SMEs when necessary.
- Document the problem-solving process, including all decisions and actions taken until final resolution.
- Utilise diagnostic utilities and internet resources for problem resolution.
- Learn and support the software and hardware used within the organisation.
- Perform hands-on fixes at the desktop level, including software and hardware installations, system configurations, and preventative maintenance.
- Test solutions to ensure problems have been adequately resolved.
- Conduct post-resolution follow-ups and develop help sheets and FAQs for end users.
- Provide guidance and support to IS colleagues and act as a positive role model.
- Advocate for and support IS department procedures, suggesting improvements when necessary.
- Provide technical expertise in the Problem Management process and collaborate with other teams on specific projects.
Required Skills & Qualifications:
- Third Level Qualification (or equivalent) in a relevant field.
- Significant experience in Desktop Support.
- Proficient in Microsoft Office products, Active Directory, Windows Operating Systems, and VDI Desktop Support.
- Experience with smartphone configuration.
- Ability to organise and prioritise tasks in a high-volume environment.
- High level of accuracy and attention to detail.
- Methodical, analytical, and organised approach to tasks.
- Excellent communication skills, both verbal and written.
- Commitment to quality and adherence to Standard Operating Procedures.
- Ability to mentor team members in areas of expertise.
Desirable:
- Experience with SCCM Support/Administration.