IT Helpdesk Engineer

Provide first and second line technical support, answering user queries relating to hardware and software problems, via

desk visit, phone and email

Answer and log all service desk calls that are received via desk visit, telephone and email in a timely manner, escalating

any issues to third line support when required

Proactively monitor the Service Desk inboxes

Resolve IT Support issues, aiming to resolve as many calls as possible as first point of contact

Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of

progress, driving issues through to resolution, offering mitigations where applicable

Maintenance of user accounts on various systems, including AD and Exchange

Maintenance of the Firms hardware, i.e. mobile devices, laptops, PCs, monitors etc.

Process management such as new joiners, leavers, mobile distribution, laptop loans etc.

Assist with Conference / Meeting Room assistance

Building and installing PCs and mobile devices

Assistance with Project work and implementation

Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.

Alert management and service owners to emerging trends in incidents.

Assist in software releases and rollouts according to Change Management best practices.

Escalate incidents with accurate documentation to service owners, when required.

Record, track and document the Service Desk incident solving process, including all successful and unsuccessful decisions

made and actions taken, through to final resolution.

Bachelors degree in Information Technology, Computer Sciences or relevant discipline.

Must have 6 years of experience in the relevant field in a face paced working environment.