Helpdesk Support Technician

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Junior Helpdesk Support Technician is to provide second line support as part of a team supporting our EMEA region. The role is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The IT Support team work in a dynamic, fast‑paced environment which provides services over the phone, through e‑mail and via phone. We are seeking a proficient, helpful and friendly Junior Helpdesk Support Technician to be based in our European Headquarters in Maidenhead. The role reports to the Service Desk Manager, also located in Maidenhead.

Role and Responsibilities

• Be an active member of the end user support team and actively contribute to the efficient operation and on‑going improvement of the processes related to this team.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Ensure problems are logged and managed according to corporate standards.
• Prioritize and resolve helpdesk issues.
• Accurately record, update and document requests using the IT service desk system.
• Resolve incidents and upgrade different types of software and hardware.
• Maintain a first‑class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non‑technical colleagues at all levels in the organisation.
• Participate in asset requisition, acquisition, receipt, remote delivery and management.
• Support Local Area Networks.
• Maintain and update equipment.
• Install and configure new IT equipment; preparing and arranging collection/delivery of new starter devices.
• Add users to the Exchange Server.
• New hire setup and software installation.
• Assist with various projects and other duties as assigned.
• Suggest potential improvements to the global end user support experience relative to security, business continuity, service delivery, etc.

Qualifications

• IT related higher education qualification (Last year of studies).
• Advanced working knowledge of Microsoft Operating Systems.
• Previous experience of working in an IT support role.
• Excellent IT skills and computer literacy.
• Previous experience within a customer service role.
• Experience supporting Microsoft Windows‑based PC hardware.
• Ability to multitask and work effectively in a fast‑paced environment with changing priorities.
• Excellent organizational and time‑management skills, able to prioritize work to meet deadlines.
• Driving Licence cat. B.
• Ability and willingness to travel across EU.
• Excellent organiser with the ability to work on their own initiative and be flexible.
• Highly competent with Microsoft Office packages in particular Microsoft Excel.
• Good command of the English language; fluent English language is fundamental.

Skills / Personal Requirements

• Excellent organisational skills.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Good attention to detail and ability to show initiative.
• Ability to plan and prioritise workload without supervision.
• Ability to prioritise, manage and perform under pressure to meet SLA's.
• Excellent knowledge of Customer Service best practice.
• Willing to work flexibly and with enthusiasm.