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IT Service Desk Technician

  • Location: Manchester, UK
  • Salary: Competitive
  • Hours: Full Time
  • Contract: Permanent
  • Uploaded: 15/02/2019
  • Closing: 31/03/2019

Role Purpose

Working with members of the IT team, on a day-to-day basis reporting to the IT Infrastructure and Services Manager (based in London).  The IT Service Desk Technician provides first-line support to the users and workstations of the BROADSTONE IT infrastructure.  The position is based in Manchester and will require travel to Liverpool as and when required.

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,
  • Any other ad-hoc tasks assigned by a senior member of the team.

Technical Knowledge and Professional Qualifications

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 staff,
  • 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.

Essential

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

  • Microsoft software:
    • Windows 7 and above,
    • Microsoft Office 2013 suite,
    • Communication systems (e.g. Exchange, Skype for Business),
    • Working with a helpdesk-like platform.
  • Hardware:
    • The setup of workstation equipment such as computers, telephones, network cabling, etc.
    • Diagnosing faults with hardware (e.g. Laptop and Desktop computers),
    • 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).

Overarching Obligations

  • Adhere to all relevant laws & regulations, and Broadstone Policies & Procedures
  • Achieve a good standard of ethical behaviour, i.e. do the right thing at all times
  • Comply with all relevant professional standards
  • Comply with the FCA’s requirements in relation to Conduct Risk & Treating Customers Fairly

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