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IT Service Desk Technician

  • Location: Manchester, UK
  • Uploaded: 07/02/2020
  • Closing: 14/02/2020

IT Service Desk Technician

Role Purpose:

Working with members of the IT team, on a day-to-day basis with the more senior IT Technician and reporting to the IT Manager (in Sheffield) the IT Service Desk Technician provides first-line support to the users and workstations of the BROADSTONE IT infrastructure.

Key Accountabilities:

 Providing first-line technical support to users through the IT service desk, on the ‘phone, Skype for Business and on a face-to-face basis,
 Monitoring the IT systems; prioritising and addressing any problems that may occur,
 Escalating any second-line and above support to the appropriate team member,
 Ensuring all support tasks are logged and documented accurately,
 At all times being aware of data protection adhering to data security requirements,
 Occasion travel to and working from other Broadstone offices,
 Any other ad-hoc tasks assigned by a senior member of the team.

Skills and Experience:

A successful candidate must demonstrate the following skills or qualities:
 Attention to detail,
 Good verbal and written communication skills; specifically discussing technical subjects with non-technical matters,
 Documentation skill i.e. creating a user guide
 Strong problem-solving skills,
 Capable working alone and as part of a team,
 Able to prioritise and work to a deadline,
 Familiarity with the Data Protection Act (1998), the General Data Protection Regulation (2016) and the principles defined therein.

Technical Knowledge and Professional Qualifications:

Essential:

The company employs a variety of technologies in its IT infrastructure, experience with the following is essential:

 Microsoft software:
o Windows 7 and Windows 10,
o Microsoft Office 2013 suite,
o Communication systems (e.g. Exchange, Skype for Business),
o Working with a helpdesk-like platform.

 Hardware:
o The setup of workstation equipment such as computers, telephones, network cabling, etc.
o Diagnosing faults with hardware (e.g. Laptop and Desktop computers),
o Replacing and upgrading components.
 Fundamental concepts: TCP/IP, VPN, DNS, DHCP, HTTP & HTTPS.

Desirable:

In addition to the essential proficiencies listed above, some experience or familiarity with the following would be desirable:
 Microsoft Active Directory,
 Working knowledge of SQL,
 Centralised telephony systems (e.g. Avaya).

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