IT Helpdesk Engineer

IT Helpdesk Engineer

Job Description:

Provide first and second line technical support, answering user queries relating to hardware and software problems, via desk visit, phone and email.

Answer and log all service desk calls that are received via desk visit, telephone and email in a timely manner, escalating any issues to third line support when required.

Proactively monitor the Service Desk inboxes.

Resolve IT Support issues, aiming to resolve as many calls as possible as first point of contact.

Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, offering mitigations where applicable.

Maintenance of user accounts on various systems, including AD and Exchange.

Maintenance of the Firms hardware, i.e. mobile devices, laptops, PCs, monitors etc.

Process management such as new joiners, leavers, mobile distribution, laptop loans etc.

Assist with Conference / Meeting Room assistance.

Building and installing PCs and mobile devices.

Assistance with Project work and implementation.

Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.

Alert management and service owners to emerging trends in incidents.

Assist in software releases and rollouts according to Change Management best practices.

Escalate incidents with accurate documentation to service owners, when required.

Record, track and document the Service Desk incident solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Minimum Requirements:

Must have 6 years of experience in the relevant field in a fast-paced working environment.

Required Skills:

Support Environment, Mobile Devices, Resolutions, Laptops, Loans, Change Management, Technical Support, Information Technology, Email, Documentation, Software Maintenance, Management.