Information Technology Service Desk

Copello have partnered with an established engineering business based in Fareham, in the recruitment of a Senior IT Service Desk Technician.

Please note candidates MUST be eligible for SC Clearance.

Responsibilities:

• Providing technical assistance for questions and problems
• Responding to queries via chat, email, or phone
• Resolve hardware and software issues, including installation, configuration, and troubleshooting of desktops, laptops, printers
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues / requests
• Installing or changing software to fix issues or fulfil requests
• Remotely accessing hardware or software for clients to make changes and fix problems
• Using an ITSM tool to manage IT tickets
• Working with other IT team members to provide timely customer resolutions and to identify potential incidents
• Building and issuing IT equipment
• Assisting with production of IT Staff Rotas
• Assisting with resolution of customer escalations and complaints
• Assisting with the administration and improvement of the ITSM systems

Skills and Experience:

• Entry level qualification (BTEC, CompTIA, Degree or apprenticeship) in a computing related field
• Working in a customer service/customer facing role – at least 2 years
• Ability to perform remote troubleshooting and IT Assistance
• Ability to use an ITSM tool to manage tickets
• Ability to provision and support IT Equipment
• Understanding of IT Reporting, SLAs and KPIs
• Experience in a customer facing role
• Understanding of technology principles e.g. Active directory, M365, SharePoint, Power platform, networking, management of mobile devices, provision of IT equipment

Desirable:

• Supervisory experience
• Microsoft Certification
• Providing support technical or otherwise over the phone and using a CRM/ITSM system to manage customer interactions
• ITIL Certification

This role will be based in Whiteley working on shift rotations (37 hours per week) between 8:00-18:00 + on call support for key users during silent hours (on call renumeration).

The salary on offer for this position is between £26K-£30K plus benefits.

For more information please call Ella on 07805620452 or share your CV to