Service Desk Technician
Reporting to: Service Desk Manager Location: Liverpool (Central) ROLE PURPOSE Huntswood's success relies on its IT Infrastructure and End-user facilities being available, effective and efficient. The purpose of the role of the Service Desk Technician is to act as a 'First and Second level-responder'' - a first point of contact for all requests logged with the Service Desk. In responding to incidents, user requests and problems, a Service Desk Technician offers a professional, courteous, speedy and effective service to ensure disruption to Huntswood's business processes and clients are kept to a minimum. Huntswood takes information security seriously and has achieved certification to ISO27001:2013. A Service Desk technician ensures that Huntswood's computing facilities are kept secure and that new proposals, installations, upgrades and changes do not breach Huntswood's security policy or expose us to unnecessary risk. JOB DESCRIPTION Ensure that incidents and problems logged on Huntswood's call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised. Ensure that identified incidents and problems are descriptively logged and kept up to date on Huntswood's call logging system. Ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale. Strive to resolve a majority of tickets on first contact and to work with the Service Desk Manager to identify opportunities to further improve the number of tickets resolve on first contact. Provide remote support across Huntswood sites. Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects. Ensure Huntswood's computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability. Ensuring the IT Team's documentation is kept up to date. Carry out manual handling, moving desktop equipment during desk and office moves as well as project set ups. Perform daily tasks as per the IT schedule including server backups, performance and capacity monitoring. PERSON SPECIFICATION Essential Excellent Customer Service Skills Good level of understanding of a Microsoft Windows Active Directory environment. Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office. Good level of understanding of TCP/IP. Good level of understanding of backup strategies and technologies, preferably Symantec Backup exec or Veeam VMware backup. Current IT qualification, preferably Microsoft, Cisco or VMware. Or be able to demonstrate the equivalent experience and knowledge. Be able to demonstrate excellent problem management skills. Excellent business communication skills, with the skills to communicate at all levels. Excellent time management. Capable of moving desktop equipment in an office environment. Experience of working in an ITIL aligned environment. An out-of-the-box thinker with a passion for IT and how information technology and new technology can be used to improve Huntswood. Desirable Good level of understanding of a virtualised computing environment, preferably VMware. Expert level of understanding of a Microsoft Windows Active Directory environment. PowerShell Scripting Be able to demonstrate an expert understanding of the major Microsoft packages namely Microsoft Windows and Office. Expert level of understanding of the latest Microsoft Exchange technologies. Any of the following IT qualifications; CompTIA A, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), ITIL foundation v3 Experience of supporting any of the following; Microsoft Dynamics CRM, Hitec Labs DatastoreDSX, Epicor E4SE/EBO. Experience of working with ISO27001:2013. Advanced understanding of LAN/WAN technology. Experience of modern telephony systems including VOIP, preferably AVAYA. Good project management skills Degree in a relevant subject. Full and clean driving license. CORE BEHAVIOURS To work with, Huntswood's employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are; Confidential, reliable and genuine Dynamic, passionate and determined Friendly, compassionate and cooperative "It's not just about what we do, but the way we do it. And it's our values that make us special."