IT Helpdesk Support

The DAI Technology Department is seeking an IT Helpdesk Support, who will be responsible for maintaining and ensuring the proper functioning of workstations, printers, and all peripherals. Duties include ensuring that each system is configured with the appropriate software according to specific policies and guidelines, has network connectivity, and is fully functional. The individual will work as a member of a team and will utilize a help desk request system, working under the supervision of the Manager, IT Support and closely with other members of the IT team.

Roles and Responsibilities:

• Manage help desk tickets in a timely manner and document customer interactions.
• Maintain detailed records of customer communication, problems, and remedial action taken through ITSM.
• Ensure our fleet of computers are receiving updates and working to user satisfaction.
• Ensure printers and other office-based peripherals are working properly.
• Image, configure, and troubleshoot corporate applications on client devices.
• Provide network support, including maintaining connectivity for users, troubleshooting and resolving issues.
• Communicate DAI best practices to end users regarding software usage and security.
• Additional responsibilities may be assigned as business needs evolve.

Minimum Qualifications:

• Proven technical experience in a help desk environment and have or working towards a college degree in computer science or related field (Equivalent combinations of experience and training will be considered).
• Experience researching, analyzing, and interpreting system problems.
• Excellent interpersonal and communication skills.
• Strong computer skills including Microsoft Office applications and Windows operating system.
• Proficiency with MAC and IOS devices and applications.
• Strong knowledge of computer hardware and software theory.
• Available to work in the London Office when required.
• Must be a detailed, flexible self-starter with the ability to manage multiple priorities effectively.
• Strong organizational skills with the ability to manage multiple deadlines, often requiring short turnaround time.
• Must be able to work independently and as part of a team.

Preferred Qualifications:

• Extensive, proven experience working in a computer support position, in a corporate environment.
• Experience with ManageEngine (EndpointCentral).
• Experience with enterprise ITSM (Freshservice).
• A+ Certification.
• Network+ Certification.
• Experience supporting SAP systems.

Application process:

The salary offered will be commensurate with relevant experience. DAI offers a generous benefits package and there are several day-to-day perks of working at DAI that help keep us happy and motivated! Please make sure to submit your salary expectations on application. Candidates must be eligible to live and work in the UK without the need for sponsorship. All qualified applicants will receive consideration for employment without regard to race, age, religion, sex, disability status, marriage and civil partnership, sexual orientation, gender identity, gender re-assignment, or pregnancy and maternity.

This job description details the key elements of the role and is not an exhaustive list of duties. Job roles evolve over time and job-holders may be required to complete additional tasks in line with business needs.

You will be pleased to know that we strive to uphold the highest ethical standards and that we are working with our clients to reduce the opportunity for people who are known to have breached ethical standards to work in our field. Any staff and/or consultant contract with DAI, therefore, will be subject to satisfactory reference checking and vetting.

If you require any adjustments to the interview or recruitment process, please contact Victoria_Tres@DAI.Com (Please do not send applications directly to this inbox). If this role sounds interesting and you would like to be part of DAI’s growing business, bidding for and managing donor-funded projects around the world, we look forward to hearing from you.