Service Desk Advisor

NRG Resourcing Ltd; Sunderland; On-site; GBP 28,000 - 34,000; Full time

Job description

Job title: IT Support Technician
Salary: up to £33,990 (+19% shift allowance and 5% bonus)
Location: Sunderland

NRG are delighted to announce we are working alongside a well-established and thriving company within the Utilities industry in their search for an IT Support Technician to join them on a 14-month Fixed-Term Contract.
You will provide full support for the organisation’s IT hardware and software, including troubleshooting, installation, configuration, and maintaining smooth operation of IT systems. In this role, you'll have the opportunity to offer hands-on support while also contributing to various projects. You'll be working across both 1st and 2nd line support, ensuring a wide range of technical tasks are completed efficiently.

The role involves working 12-hour shifts on a rotating pattern of early and late shifts. The schedule follows a '4 days on, 4 days off' rotation. Early shifts run from 7am to 7pm, while late shifts are from 11am to 11pm. Additionally, there is an on-call requirement from 11pm to 7am. Due to the nature of work, a valid driving licence is essential.

Role duties:

1. Handle incidents, resolving them on first contact, or escalate with detailed troubleshooting for 3rd line teams as needed.
2. Assist with project work as needed.
3. Oversee hardware requests, including purchasing, setup, installation, and delivery.
4. Install and configure software upon approval.
5. Manage access requests, coordinating approvals and ensuring access is granted correctly.
6. Provide regular updates to colleagues on the status of incidents and requests.
7. Manage IT assets, including repairs, assignments, and updates.
8. Ensure mobile devices are secure and data is protected.
9. Lead major incident management using the Major Incident Management process.
10. Onboard new starters, ensuring all necessary hardware, software, and access is provided.
11. Complete the leavers process by removing access and retrieving equipment.
12. Repurpose equipment from leavers for reuse.
13. Provide in-person support when required.

What We're Looking For:

1. Proficiency in Microsoft tools such as Teams, Excel, Active Directory, SharePoint, Outlook, and Exchange.
2. Experience with Ivanti for Mobile Device Management (MDM).
3. Strong troubleshooting and problem-solving skills.
4. Ability to assess and prioritize issues effectively.
5. Excellent communication skills.
6. Team-oriented with the ability to collaborate effectively.
7. Ability to thrive in a fast-paced environment.

NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.

For more information or to apply, click Apply Now and a member of our team will be in touch.