IT Officer – Service Desk

The IT Service Desk Officer will provide first line technical support to internal staff and be available to work on a shift pattern and out of hours pro rata. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage for support includes telephony across EMEA and Asia whilst also supporting offices in GCC where travel may be required to other offices. Home workers will also be supported.

Job Responsibilities

•Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
•Receiving, logging and managing calls from internal staff via telephone and email 
•Maintaining an Asset Database and track changes 
•1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as desktop/laptops, printers, to MS office
•Troubleshoot basic network issues
•Escalate unresolved calls to the operations support team 
•Log all calls in the Service Desk Call Logging system (Remedy) 
•Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner 
•To maintain a high degree of customer service for all support queries and adhere to all service management principles 
•Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) 
•Provide stats for the weekly Service Desk report on call trends 
•Publishing support documentation to assist staff with requests for information & provide staff training if required 
•Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. 
•To arrange for external technical support where problems cannot be resolved in house
 

Candidate Requirements

•Experienced in presenting to all levels
•Proven ICT support skills
•Proven system management skills
•Proven experience of project management
•Proven excellent written communication skills
•Knowledge of ICT industry developments
•Ability to prioritise own work to support business priorities
•Ability to work autonomously and manage conflicting priorities
•Ability to provide IT support to customers including; Microsoft technologies, Mobile, Wi-Fi and Email configuration
•Windows 10/11
•Windows Server 2016/2019
•Office 2016/365
•Active Directory
•TCP/IP and general network knowledge
•Experience of Avaya telephone system desirable
•Experience of working within SLA and ITIL defined businesses preferred
•Degree educated or qualified by experience
•ITILv4 certified desirable
•Minimum 2 years’ experience in a similar role