1st Line Support | Windows | Azure | Microsoft | Active Directory | Borehamwood | Onsite | Inside IR35 | 4 Months | £200 p/d
Company Overview: Join a dynamic and customer-focused IT team within a leading organization that values integrity, innovation, and a commitment to service excellence. As part of our IT department, you will play a crucial role in supporting internal business users and external clients, ensuring the smooth operation of IT services through rapid response and efficient incident management.
Job Overview: The Service Desk Specialist acts as the first line of support, providing a single point of contact for our internal and external users. You will be responsible for managing incidents and service requests, ensuring rapid restoration of normal services and maintaining high standards of customer service. The role demands excellent communication skills, a strong technical background, and the ability to work effectively within a service management environment.
Key Responsibilities:
- Receive, log, and triage calls from business users and process them promptly according to Incident Management processes.
- Provide first-line support by assessing incidents and service requests, attempting initial resolution, or escalating to second/third-line support as needed.
- Manage the lifecycle of incidents and service requests, including verification, closure, and ensuring compliance with SLAs.
- Monitor and escalate incidents as required, maintaining clear communication with users on status and progress.
- Take ownership of the Identity Management Service, including tasks related to new starters, leavers, and access control.
- Support the mobile communication service and liaise with third-party engineers and suppliers as necessary.
- Produce management information reports and document key procedures in line with company standards.
- Develop personal and technical skills through ongoing training and professional development.
Required Skills and Qualifications:
- Experience in a service management-oriented environment, following formal Incident and Problem Management processes.
- Proficiency with Lotus Notes Client, Active Directory 2000, Microsoft Windows XP, and Microsoft Office XP Suite.
- Strong communication skills, with a professional telephone manner and the ability to document incidents and resolutions accurately.
- Excellent analytical and troubleshooting skills, with the ability to manage multiple open incidents and prioritize tasks effectively.
- Familiarity with Service Desk and Asset Management software.
- IT Infrastructure Library (ITILv2, v3, or v4) Foundation certification.
- GCSEs in Maths and English at grade C or above (or equivalent).
Preferred Skills and Qualifications:
- AS degree (BS preferred) in Management of Information Science, Computer Science, or Information Technology Management.
- Microsoft Certified Professional (MCP) certification.
Other Requirements:
- Ability to work on a shift basis, including weekends.
- Willingness to travel within and outside the UK as required.
Core Values:
- Integrity and transparency
- Commitment to the customer first
- Team spirit and a one-company focus
- Creativity and innovation
- Energy and passion
- Trust and respect for colleagues, customers, community, and the environment
Behavioral Expectations:
- Do the right thing and keep customers at the heart of everything you do.
- Take accountability, own your actions, and promote collaboration.
- Be creative, passionate, and think innovatively to solve problems.
- Focus on simplicity, efficiency, and being an inclusive team player.