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IT Service Desk Technician

Locations -

Manchester

Being an IT Service Desk Technician at Chase de Vere

We are currently recruiting an IT Service Desk Technician to join our team. This role is pivotal in ensuring we continue to support our colleagues with any technical issues that may arise and resolve in a timely manner.

As a company, we are made up of circa 600 colleagues across 16 offices and the role of our IT Service Desk Technicians is to support each and every one of them on a day to day basis.

 

The role

The IT team keep the wheels turning at Chase de Vere! Forgot your password? Printer not working? Lost an important piece of work? Our IT Service Desk Team are the people who we will call to save the day.

Our Service Desk Support technician are the interface into the IT department for all end users.  The role deals with all initial queries and incidents logged via a central Service Desk incident logging tool.  Incidents are dealt with or escalated as necessary ensuring that all incidents are resolved within SLA and first response is not violated.

As well as requiring the technical knowledge, this role requires excellent customer service skills and patience. Remember, what seems simple to you is completely alien for most.

 

What's in it for you?

  • A company that wants you to be a success and will do everything we can to make it happen
  • A company that will invest heavily in your professional development and keep you at the leading edge of technology
  • A company that will give you the time to focus on you role and support you
  • A company who always puts their clients first

Responsibilities

  • Identify and diagnose issues and problems from end users
  • Categorize and record reported queries and provide solutions
  • Support problem identification.
  • Monitor issues from start to resolution.
  • Escalate, if needed, unresolved problems to a higher level of support.
  • Assist in end point and software rollouts.
  • Maintain Service Desk Knowledgebase system
  • Support Access Management processes for new starters and leavers

Experience and Skills

  • 1 to 2 years’ experience working in a busy Helpdesk/Service Desk environment essential
  • General IT knowledge
  • Problem solving techniques and capabilities
  • Excellent communication skills
  • Proficient with hardware and software break/fix procedures.
  • ITIL Framework or SDI Service Desk Institute best practice knowledge preferred
  • Office365 and azure experience would be advantageous

Our Values

  • Be Reliable
  • Think Independently
  • Create Confidence

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