Technical Service Desk 1st Line Support Engineer / IT Helpdesk Analyst who is proficient in in troubleshooting and supporting a range of IT hardware, software and network equipment is required for a well-established Cloud Solutions Provider based in Chessington, Kingston upon Thames.
SALARY: up to £24,000 per annum (depending on experience) + Benefits (see below)
LOCATION: Hybrid / Chessington, Kingston upon Thames
Hybrid working applies after probation period has passed
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 9am - 5:30pm Monday to Friday
JOB OVERVIEW
We have a fantastic new job opportunity for a Technical Service Desk 1st Line Support Engineer / IT Helpdesk Analystwho is proficient in in troubleshooting and supporting a range of IT hardware, software and network equipment.
Working as a Technical Service Desk 1st Line Support Engineer / IT Helpdesk Analyst you will join a team that are the first point of contact for all technical issues.
As the Technical Service Desk 1st Line Support Engineer / IT Helpdesk Analyst you will accurately log and categorise incoming support requests where you will initially diagnose and attempt to fix the issue, escalating complex issues to the 2nd or 3rd Line Support Teams when required.
APPLY TODAY
If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.
DUTIES
Your duties as the Technical Service Desk 1st Line Support Engineer / IT Helpdesk Analyst include:
- Incident Logging and Categorisation: Accurately log and categorise incidents in the service management tool
- Initial Diagnosis and Triage: Perform initial diagnosis of incidents to determine their root cause, and escalate complex issues to appropriate 2nd or 3rd line support teams if necessary
- Customer Communication: Maintain clear, professional, and timely communication with customers, keeping them informed of the status and progress
- Service Request Fulfilment: Process and fulfil standard service requests such as password resets, software installations, and access management
- Knowledge Base Utilisation: Utilise the knowledge base to resolve common issues and update it with new solutions and troubleshooting steps for future reference
- Prioritisation of Incidents: Prioritise incidents based on their impact and urgency
- Adherence to SLAs: Ensure that all support activities comply with established Service Level Agreements (SLAs)
- Customer Satisfaction: Strive to provide a high level of customer satisfaction
- Escalation Management: Escalate incidents and service requests to higher-level support or management when required
- Monitoring and Reporting: Monitor system alerts and performance metrics to proactively identify potential issues
- Process Improvement: Participate in continuous improvement initiatives by identifying areas for process improvement
- Incident Documentation: Document all troubleshooting steps, resolutions, and workarounds accurately
- Collaboration with Teams: Work collaboratively with other support teams, including 2nd and 3rd line support, to resolve complex issues
CANDIDATE REQUIREMENTS
- Basic knowledge of Microsoft Azure, Intune and Defender
- Proficiency in troubleshooting and providing support for hardware, software, and network issues.
- Knowledge of Windows and/or macOS operating systems.
- Familiarity with Active Directory and user management tasks.
- Experience with ticketing systems (e.g., ServiceNow, JIRA) for incident management.
- Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
- Ability to diagnose and resolve issues related to email (Outlook, Exchange) and other productivity tools.
- Previous experience of working in a similar environment
- Excellent written and oral communication
- Good numeracy skills
- Open to change and willingness to learn
- Ability to work in a high pressure environment
- Excellent customer service skills
BENEFITS
- Employee Assistance programme (EAP)
- Life assurance (3 x salary)
- Sodexo Discount Platform
- Breakfast and refreshments on working days
- Pension contribution- 5% company contribution
- Generous Holiday Entitlement
- One day off for Birthday
- Half price internet connectivity
- Ride2Work scheme
- Department incentives
- Volunteer day scheme
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV's of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P12660
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