Senior IT Service Desk Technician

About the role

We are looking for an outgoing and enthusiastic person to join our small team as an IT Service Desk Technician. You will be first point of contact for users experiencing any IT problems, assisting with a wide range of hardware, software and network issues.

Through collaborative working, you will diagnose and resolve problems, guide users through solutions and manage service desk tickets within defined service level agreements.

This is a full-time, site-based role supporting operations across both our Bicester and Yarnton facilities, with travel between sites required as part of the role.

Once established in post, you will be required to provide out-of-hours support on a rota basis.

This is an entry level IT role suitable for anyone looking to develop their IT skills in a fast paced, dynamic environment, and offers the potential for exposure to a wide ranges of IT systems and technologies.

What you'll do

• Provide 1st line technical support to end-users.
• Take ownership of all tickets submitted to our IT Service Desk system within SLA.
• Provide a positive end-user experience through excellent communication.
• Install, configure, and upgrade end user hardware and software applications.
• Respond to alerts from our automated monitoring systems to ensure issues don’t turn into bigger problems.
• Actively contribute to the IT continual service improvement ethos.
• Escalate Service Desk tickets to specialists when required.
• Document and maintain accurate records of all IT assets.
• Any other duties as required.

Skills & Experience

• An open and positive character who is looking to learn new skills.
• Someone who is happy to take on new tasks but can ask for help when required.
• Has some experience of Microsoft Office, Windows and Active Directory.
• Has a basic understanding of networking concepts such as TCP/IP, DNS & DHCP.
• Has a basic understanding of virtualisation technologies and principles.
• Understands the importance of cybersecurity principles and their application.
• Is happy to work independently or collaborate effectively with other IT teams.
• Willing to work flexibly, as workloads dictate, including out-of-hours when required.ch to work, desire to thrive in a dynamic and fast-moving environment.