Paying up to £28,000
IT Support Engineer – Kings Cross – Up to £28,000
About the company
The client is dedicated to understanding the essential biology underlying health and disease. Their work is helping to understand why disease develops and to translate discoveries into new ways to prevent, diagnose and treat illnesses such as cancer, heart disease, stroke, infections and neurodegenerative diseases.
The client was initially set up in 2015, and in 2016 they moved into their brand new state-of-the-art building in central London which brings together 1500 scientists and support staff working collaboratively across disciplines, making it the biggest biomedical research facility under a single roof in Europe.
About the Role
This role will report to the IT&S Helpdesk Manager and will be based at the client site in Kings Cross. Some of your daily responsibilities are:
-Working on a shift pattern of 8 am – 6 pm Mon – Fri in the Helpdesk team, providing a single point of contact service for all employees
-Providing 1st and 2nd line support, with a primary focus on resolving issues remotely using existing technologies and when necessary by desk visit.
-Ensuring all the technical problems and queries received via phone, email, self-service portal or walk-up are logged, tracked and actioned according to agreed processes and best practice.
-Providing a service that is responsive to customer needs by solving as many problems as quickly and directly as possible; if necessary, liaising with other staff to complete the resolution of the issues.
-Participate as required, and as directed by the relevant team members, in the following administrative processes: purchases and asset management (raising orders, monitoring deliveries, returns, etc.), recording software licences and managing support contracts for computer hardware and related equipment, general administration and office management.
The ideal candidate is someone who has experience working on a busy helpdesk, you will find below some detail’s specifications regarding the calibre of candidates that will suit this role:
-A proven track record of delivering high-quality customer service both in person and on the telephone.
-A demonstrable ability to prioritise effectively in response to competing demands from customers.
-An evident ability to “put yourself” in place of customers and ensure that the service provider is meeting their needs.
-A “can do” approach to responding to customer queries.
-Entry level Networking qualification or striving towards.
-Working knowledge of ITIL best practice for IT support.
Opportunities like this do not last forever, if you feel this role is fitting for your next career move then do not hesitate to contact me on 0207 426 9828, or you can drop me an email to AkibM@JITR.co.uk.