IT Help Desk Technician

Responsible for:

Being the primary point of contact for day to day IT service support activities covering Head Office, Luton, the Plant location and our site operations teams

Providing support across desktop, laptop and tablet platforms and application software (including MS Office and Office 365), desk phones and mobiles

Primary Duties / Tasks:

• Responding to and logging helpdesk tickets in a timely manner and provide fixes for our desktop / laptop hardware and software applications.
• Providing 1st line Technical support for office-based staff and our site-based users
• Providing 2nd line support, where required and managing this through to resolution
• Triage and prioritisation of tickets as appropriate, in accordance with departmental SLA’s together with escalation to 3rd line support (both internal and external) of tickets as appropriate
• Troubleshooting a range of software and hardware issues across Windows and Mac.
• Configuring laptops, printers, mobile phones and desktops.
• Configuring new computers as required
• Dealing with mobile phone queries and problems and escalating to the network provider
• Assisting the team with software updates/rollout
• Monitor the time and attendance system - Report and flag errors to site operations team
• Raising PO’s and processing invoices for IT equipment and software, in line with limits of authority, and, managing equipment asset records
• Ad-hoc IT administration (Ordering process, and other IT admin)
• Maintaining IT stock for new / replacement of equipment in line with departmental standards and disposing of old / redundant equipment in accordance with WEEE regulations
• Support visits to site as and when directed by the IT Infrastructure & Services Manager or Head of IT

The above list is not exhaustive, and you may be required to carry out additional duties as reasonably requested by your line manager, as required for the proper running of the department.

Required for the role:

• An understanding of IT hardware and operating software
• Strong organisational skills and the ability to adhere to company procedures and deadlines.
• Motivated to develop professional skills and knowledge.
• The ability to work both alone and in a team.
• Professional attitude and a strong work ethic.
• Strong customer service and communication skills
• All elements of this job description require standards being met within the departments SLA’s
• A willingness to support events that require out of normal office hours working

Desirable for the role:

• CompTIA A+
• Network+
• Microsoft MTA

A valid driver's license is required for this role. Please note that this is a full-time, office-based position, so you must be located within a commutable distance.