IT Service Desk

Full Time Berkshire IT Job Pro UK

Our client based in Reading is recruiting for a IT Service technician to join their team.

Based in central Reading.

Working in a busy team, you will handle the initial first point of contact for all technical incidents and requests from the business, offering a professional, courteous, speedy and effective service to ensure disruption to their business processes and clients are kept to a minimum.

The Role

Ensure that incidents and problems on 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
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 Head of Customer Support to identify opportunities to further improve the number of tickets resolve on first contact.
Provide remote support across sites.
Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
Ensuring the Service Desk 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.
Be a good team player, providing guidance as required to resolve outstanding issues.
Work positively with the other members of the Technology team to ensure end-to-end customer satisfaction with the technology services to customers.The Person

Excellent Customer facing and Customer Service skills, able to communicate to users at all levels.
Pleasant and helpful telephone manner
Thrive in a busy environment with changing priorities and goals.
Good level of understanding of a Microsoft Windows Active Directory environment including GPO.
Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office 365.
Good level of understanding of TCP/IP and network troubleshooting.
Current IT qualification, preferably Microsoft, or be able to demonstrate the equivalent experience and knowledge.
Be able to demonstrate excellent problem management skills.
Excellent time management.
Capable of moving desktop computer equipment in an office environment.
Comfortable giving training to other team members Desirable

Good level of understanding of a virtualised computing environment, preferably VMware.
Expert level of understanding of a Microsoft Windows Active Directory environment.
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 working in an ISO27001:2013 environment.
Good understanding of scripting language such as PowerShell and Python.
Experience of modern IP telephony systems, preferably AVAYA or Lync/Teams.
Good project management skills
Experience of working in an ITIL aligned environment

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