IT Service Desk Tech- 1st Line
About the position The IT Service Desk Technician – 1st Line is responsible for providing front-line IT support to users who contact the IT service desk via telephone, support ticket, and other methods. The role involves quickly identifying the cause of reported issues, following established processes and SOPs, and escalating tickets that cannot be resolved to the correct resolver group. The technician will also notify the team if a request is of an urgent nature.
Responsibilities
- Provide troubleshooting steps to resolve system problems and diagnose hardware and software faults either over the phone or in person.
- Process requests for Windows Login Accounts, VPN Accounts, and IT Security requests.
- Reset account passwords following the Identity validation process.
- Work in a busy team environment while using initiative to solve problems.
- Take ownership of issues and see them through to resolution, even if outside the core role.
- Suggest improvements to processes and challenge the status quo.
- Support Line Management in achieving set team objectives.
Requirements
- Any IT related certifications
- Experience of 1st line support or working in a call centre
- Experience of a customer facing role either in person or over the phone.
- Any non-corporate or corporate IT experience.
Nice-to-haves
- Proficient in the day-to-day usage of a Windows operating system.
- Understanding of basic IT Support principles.
- Working Knowledge of IT hardware.
- Working knowledge of installing software.
- Excellent written and verbal communication skills.
- Ability to follow instructions and read technical documentation.
- Windows Active Directory administration such as creating groups, creating user accounts, modifying accounts and moving accounts.
- Apple Mac Experience.
- Windows 11 troubleshooting.
- Microsoft 365 Management, (Azure, Intune, Teams, Exchange, SharePoint, OneDrive, + Office applications).
- Ability to be able to multi-task and prioritise multiple tasks.
- Basic SCCM knowledge.
- Ability to explain technical problems in a non-technical way to end users with limited IT knowledge.
- Growth mindset
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