ICT Service Desk Technician

A leading international construction company that delivers innovative engineering solutions across the civil engineering and construction sectors including rail, highways, airport, marine, energy, water, and environmental infrastructure is seeking an ICT Service Desk technician who will support 3000+ users on a permanent basis. The team is responsible for resolving any ICT-related faults and requests quickly and efficiently, which includes a broad variety of queries.

KEY ACCOUNTABILITIES:

1. Provide effective ICT support across all business users both onsite and remotely.
2. Providing end user, remote support.
3. Ensure that all incidents are handled efficiently within SLA.
4. Work with customers and internal teams to ensure operational and service excellence is delivered and maintained.
5. Support and maintain Office 365 applications.
6. Support and maintain bespoke applications.
7. Escalate ICT issues outside the technical parameters of 1st Line support capabilities to the appropriate support team.
8. Provide exceptional customer service to all business users via phone, email & walk-ins.

KEY QUALITIES:

1. Excellent communication skills and a strong communicator at all levels.
2. Excellent attention to detail.
3. Remain calm and clear-headed under pressure.
4. Excellent organisational and prioritisation skills.
5. Proactive approach to work and to continuous improvement.
6. Work within a team and assist others, where required.

SKILLS & EXPERIENCE:

1. Minimum of 1 year’s Service Desk experience.
2. Customer Service exposure i.e., Customer facing role, any.
3. Active Directory knowledge.
4. Commutable distance away from Hoddesdon.
5. Experience using Office 365 applications i.e., Teams, Outlook, Excel etc.
6. Experience using Microsoft Intune and troubleshooting Networks is desirable.