​My client runs a busy technical service desk providing 1st and 2nd line support service to a large number of internal customers via telephone, email and remote sessions.    The focus of this technical service desk role is to provide guidance from initial contact through to resolution and closure and support the IT Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk.

This is an exciting time to be joining the organisation and there are numerous rewards and challenges for successful candidates, including working as part of a dynamic team and working to build up and promote the service desk function.

KEY RESPONSIBILITIES

• Telephone advice and remote assistance as required to internal and external customers on incidents assigned to you, implementing escalation procedures as appropriate

• To monitor and track all incidents, assigning the correct priority to incidents and escalation to the relevant area as priorities change

• Analysing service requests and incidents to introduce fixes and improved services for the end user

• Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous

• Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time management, good team worker, ability to multi-task

• Have a good understanding of ITIL processes

• To contribute to tech projects as and when appropriate

• Articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task

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TECHNICAL SKILLS

• Min 2 years’ experience providing IT support

• Experience of administering and supporting the latest Microsoft technologies

• Strong troubleshooting skills with Microsoft Office issues (2003 and onwards)

• The ability to build, configure, administer and support all versions of Windows desktops and laptops or other Trust devices

• Knowledge of Active Directory, Group Policy and DNS with an active interest in other networking services

• Knowledge of how to build, configure, administer and support all versions of Windows desktops and laptops

• ITIL principles and procedures

• System Integration skills

• Experience of Remote Desktop Services

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To find out more about this position, please contact Keith Wilkins on 01795 555971, apply via this site or send your CV for review to CVs@avocetrecruiting.com

Please note that every application received is personally reviewed by our specialist team and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.  Applicants must be eligible to live and work in the UK to apply for this role.

Avocet Strategic Resourcing is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.