1
applicant
Helpdesk Engineer
at Centre People Appointments Ltd. London in London (Published at 23-11-2023)
TYPE: Permanent, Full Time
WORKING DAYS: Mon-Fri 9am – 5pm
LOCATION: Central London
SALARY: Up to £32,500
HELPDESK ENGINEER RESPONSIBILITIES:
- To support IT team leader in day-to-day operational issues of the Networks & IT Department across UK and Europe
- To act as a 1st line IT support for internal customers by resolving or escalating 1st line technical issues when necessary; work in cooperation with Service Desk to oversee ticketing system and coordinate ticket allocation / escalation in order to meet set KPIs
- To liaise with Service Desk, monitoring the ticket system to swiftly and effectively address/allocate/escalate IT issues reported via ticketing system to meet both, customer requirements and departmental KPIs on ticket
- First line support for active directory including password reset, unlocking accounts and any other delegated rights
- To open, process and close tickets where possibly and required and to ensure appropriate communication with the stakeholders on arising issues
- To act as a contact point for internal customers, maintain efficient communication with users and the team to ensure highest level of customer service and departmental support
- To be responsible for on-boarding the new users and processing leavers according to company’s procedures and best practice of customer care
- Responsible for monitoring outstanding tickets and chasing up team members for status updates and closure
- To provide necessary support, training and advice to the customers as required
- Accountable for Network monitoring and raising support issues
- Responsible for supporting change management: daily back-ups, and back-up checks, Anti Virus checks and capacity management monitoring
- Providing support on maintenance of AD, Exchange and related emailing systems
- To assist in installing, supporting and maintaining IT services and solutions to customers
- To undertake any other additional tasks that may reasonably be assigned from time to time within the company
- Liaising with the suppliers, e.g. regarding maintenance contracts
- Responsible for maintaining stock levels and ordering equipment as required
- Responsible for servicing office equipment as required, e.g. printers (replacing tonners, troubleshooting, etc.)
- To support regular systems maintenance as and when required
- Providing support to the secondary office site according to the team rota
- Ad hoc requests from your line manager
HELPDESK ENGINEER IDEAL CANDIDATE:
- Proven previous experience of working in 1st line IT Support Engineer role and acting as the first point of contact
- Excellent knowledge of various Microsoft Office products
- Good understanding of user requirements
- Knowledge of helpdesk systems
- Previous experience of work with exchange/email systems
- Practical knowledge of Network monitoring and daily backup process
- Experience in working towards KPIs
- Good knowledge of user hardware (PC, laptops, etc.) and practical skills to provide assistance with their maintenance to the users
- Ability to carry out processes and checks on a routine basis
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