Service Desk Technician (Leatherhead)

Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023.

At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing.

PURPOSE OF JOB: As a Technical Service Desk Engineer, you will provide high-quality support and be a point of escalation for the Bytes Software Services functions and its staff. You will deliver essential business support for all users, both on-site and at remote locations, with minimal disruption to their working environment, while improving users' IT experience and Bytes Software Services Systems. Additionally, you will support and coach newer team members, contributing to the overall success of the team and service delivery.

KEY RESPONSIBILITIES:

• Be a friendly and supportive point of contact for all Bytes colleagues seeking support.
• Support users through logging Service Requests via the Customer Portal or navigating ‘self-help’ information via SharePoint sites.
• Log and triage all incident tickets, capturing detailed information to support investigations.
• Use the online service desk to handle support calls.
• Document processes and reference guides.
• Support wider IT teams in the delivery of projects where applicable.
• Use SCCM, Azure, Cloud Services, VMWare, NetApp, and SQL applications.
• Provide a professional and high-quality interface between systems support and its customers, ensuring customers feel assured they will be helped.
• Have good knowledge of FreshService and its configuration features.
• Be a strong and demonstrable supportive team player.
• Provide support on projects and changes across the wider IT team.
• Have a good understanding of Bytes hardware builds (laptops and desktops via Microsoft SCCM).
• Understand and work with Windows Server environments.
• Maintain systems support information and documentation for both end users and within the team.
• Provide support and cover to the Service Desk Team Lead.

Essential Knowledge:

• Operating Systems – Windows 10, Windows 2012/2016
• Client Applications – Microsoft Office, Microsoft Teams
• Hardware – First Level PC maintenance (replacing memory, hard disks, graphics cards)
• Certifications such as CompTIA A+, Network+, or ITIL.
• Experience with service desk software and remote support tools.
• Knowledge of cloud services and virtualisation technologies.

Additional Knowledge:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support or service desk role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network troubleshooting and basic network concepts.
• Experience with specific software such as Microsoft Office Suite, Active Directory, and remote support tools.
• Excellent problem-solving and communication skills.
• Positive attitude towards problem-solving and learning new technologies.
• Adaptable and flexible in an ever-evolving environment.
• Customer-focused and driven to resolve incidents and requests accurately and promptly.
• Ability to work independently and as part of a team.

Qualities:

• Articulate, literate, presentable, customer facing & technically astute.
• Self-motivated, enthusiastic and willing to learn.
• Punctuality & good time keeping are essential.
• Team Player.
• Commercial Awareness.

Working Hours: The EUC support team covers business hours from 08:00 to 17:30, Monday to Friday.

Diversity and Inclusion: At Bytes Technology Group, we believe that diversity and inclusion are key to fostering innovation and creativity. We are committed to creating a workplace where everyone feels valued and respected, regardless of their background, identity, or beliefs. We encourage applications from all qualified candidates and are dedicated to providing equal opportunities for all employees.

Company Culture: At Bytes Technology Group, we live by our motto, Grow great people. We believe in investing in our colleagues and supporting their individual career journeys. Our culture is built on continuous learning, collaboration, and the personal and professional growth of our team members.

Benefits: Competitive salary and benefits package. Opportunities for professional development and career growth. A supportive and collaborative work environment.