To provide 1st & 2nd line (helpdesk) technical support to all users, assisting them with hardware and software problems via phone, email or onsite.

Main Responsibilities:

·         To provide technical support; answering support queries via phone, email or using remote tools.

·         To maintain a high degree of customer service for all support queries and adhere to all service management principles

·         To take ownership of user problems and be proactive when dealing with user issues

·         To log and categorise all calls on the helpdesk system and maintain full documentation

·         Assign and distribute helpdesk tickets to relevant IT members of staff when appropriate.

·         Update and maintain hardware asset register, ensuring accuracy of records

·         Process joiners, movers & leavers in accordance with IT procedure

·         Involvement in software and patch deployment projects with regards to testing, troubleshooting end-user issues and manual installation when required

·         Maintain and update Active Directory users, computers and group accounts in accordance with IT procedure

·         Setup and administrate PRTG monitoring tools to help with pro-active support of users and devices

·         Monitor and troubleshoot when required the backup and restore of company data

·         To arrange for external technical support where problems cannot be resolved in house.

Skills / Attributes Required

• Relevant 1st & 2nd line / Helpdesk support experience ideally in a remote support environment
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows desktop technologies (XP / Windows 7/ Windows 10)
• Strong WSUS troubleshooting skills desirable
• Anti-virus software management desirable
• Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
• Good understanding of PC hardware set-up and configuration
• Excellent telephone manner
• Good English language skills (both written and verbal)
• MCP certification would be beneficial, but is not essential
• Ability to work as part of a small team