Technology Officer Help Desk

Job Details

About the role:

Our client is looking to engage an energetic support officer to supplement their existing team and provide professional & helpful desktop and helpdesk support to their client base. The successful candidate should possess a passion for technology, technical skills and a willingness to be part of a collaborative and customer focused team culture.

The service desk is open between 7:30am and 5:00pm with team members scheduled on either an early or late shift. For this reason, it would be best if the successful applicant was flexible with their time to ensure they can be scheduled on either shift they may also be asked to participate on an on call roster. The position will work a standard for 8-hour day, 5 days a week.

Key duties

• Provide level 1 & level 2 support (Help desk and desktop support) to client base
• Monitor and process routine incoming help desk requests
• Ensuring all requests are managed professionally, timeframes are met, and follow-up actions are executed
• Troubleshoot technical issues and perform remediation
• Work with third level teams to either escalate incidents or obtain technical information
• Review and update documentation such as knowledge base and asset register.
• Progress IT requests such as hardware imaging and software installs
• Provide level 1 and level 2 support to IT initiatives being progressed by the department

Mandatory

• Minimum of 6 months experience in a similar role or relevant training
• In depth knowledge of Windows operating systems
• Experience supporting an enterprise environment
• Knowledge of Microsoft Office 365
• Knowledge of desktop devices, including PC’s, laptops, tablets and smart phones
• Experience with installation/troubleshooting of software and hardware faults
• Strong analytical and problem-solving skills to be able to diagnose, technical and hardware issues
• Excellent customer service skills and phone etiquette
• An understanding of ITIL processes (incident, change, and problem management)
• Experience managing Active Directory objects
• Experience working in an ITSM platform such as ServiceNow

Any knowledge or experience of the below products would be considered an advantage.

• Microsoft System Centre Configuration Manager (SCCM)
• Virtual Desktops
• SharePoint
• Mobile Device Management (MDM) tools
• Scriptingautomation i.e. PowerShell

• Any relevant IT certification would be considered highly desirable.

To find out more, please "Apply for this job" or contact Mats Rorvik or Samantha Nielson on

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