Paying up to £28,000
Infrastructure Support (Service Desk) – London – Up to £28,000
*3 years’ minimum experience in Support Desk, desktop or server support and administration
*Experience of providing excellent customer service via telephone, email, in person
*Experience of using a Support Desk Incident logging package (e.g. Jira Service Desk, Remedy, Heat etc.)
*Experience of administration and use of Microsoft SCCM server for provision of patches, software installs, self-service and updates
*Experience in asset management software and reporting
*A minimum of 5 GCSEs or equivalent, grades A-C
*Recognised qualification in computer science or a related subject
*Microsoft Certified Desktop Support Technician (MCDST) certification, Microsoft Office User Specialist (MOUS), or any MCP or ITIL certifications (desirable)
*Supporting 200+ people
ABOUT THE ROLE
To provide 1st and 2nd Line IT desktop support via administration, maintenance and support of P desktop hardware, software and associated devices, in a timely and professional manner and following service level agreements, to ensure business continuity is provided and practical support is given. You will also provide support to the Infrastructure Analyst (Service Desk) in helping with the delivery of the service improvements and to support these services in the absence of the Infrastructure Analyst.
Systems and applications support and deployment
*Ensure that incidents and requests are handled according to agreed procedures, ensuring that documentation of the supported components is available and in an appropriate form for those providing support
*Identify and resolve issues with applications, following approved procedures and using application management software and tools to investigate ongoing issues
*Identify operational problems and contribute to their resolution, providing appropriate information to specialists, users and managers
*Receive and respond to requests for support following agreed procedures for the requests to be resolved in a timely and efficient manner
Maintain strong relationships
*Build and maintain strong relationships with stakeholders, key business users, colleagues and external suppliers to provide a professional customer service approach
*Communicate clearly, fluently and effectively to both individuals and groups by telephone and in person, via both verbal and written communication, to assist in the provision of a high level of customer service, including the provision of technical advice and guidance on matters using non-technical language if required
*Ensure that support calls are monitored and updated efficiently and effectively, proactively communicating with the business to provide updates on outstanding incidents or projects
*Work positively and communicate professionally across the team to make a useful contribution to team tasks and team spirit
*Contribute to investigations of problems and faults concerning the installation of hardware and/or software as required, and confirm the correct working of facilities
*Ensure that appropriate action is taken to investigate and resolve incidents and problems in systems and service, ensuring that such incidents and problems are fully documented within the relevant reporting system(s)
*Ensure that personal objectives documentation is kept updated and current throughout the year
*Install or remove hardware/software and associated connections, using supplied installation instructions and tools
*Maintain knowledge of new and emerging technologies that may have application to the business
*Proactively manage personal development to increase performance levels and provide opportunities for career development
*Share knowledge and experience with other team members to contribute to the overall improvement of team capability and increase productivity
*To play an active role in protecting the company’s Data and Systems with owning the patching of Workstations and Laptops on a monthly basis through agreed processes and procedures.
*To have the capability to package applications and maintain software self-service offering to ensure software is kept up to date
*To always display your commitment to the company vision and values. This includes leading from the front, maximising opportunities and operating in a genuine, honest and open way throughout all activities.
ABOUT THE COMPANY
My client is a licensing company for performers and recording rightsholders in the music industry. They license radio stations, TV broadcasters and certain digital media services to play recorded music in the United Kingdom.
To apply to this fantastic opportunity, send your CV to email@example.com.
All applicants MUST have the right to work in the UK.