IT Service Desk Technician

An excellent opportunity to work as an IT Service Desk Technician in our Bristol office (BS16 7LB) as part of the Technology & Change Management division.

Candidates must be able to commute to the office 5 days per week (Monday-Friday). This role will operate on a rota basis and shift patterns consist of 7:30am-4pm and 8:30am-5pm.

Overall Purpose of the role

• Providing first line helpdesk support to our customers, assisting them with Hardware and software problems via phone, email or Service Desk. 

• Working to set call SLA’s targets: meet & improve processes and look to take a proactive attitude.

• To provide high levels of service to business users and customer functions through the delivery and maintenance of the company’s infrastructure and information systems.

• To support the ethos of professionalism, team spirit and innovation.

Key Responsibilities

• To provide technical support on ALD information systems, answering support queries either onsite or via phone or email

• To maintain a high degree of customer service for all support queries and adhere to all service management principles

• To take ownership of user problems and be proactive when dealing with user issues

• To log all calls on the call logging system and maintain full documentation

• To maintain all assets are correctly recorded and up to date in the asset database

• Ensure all internal IT and Security policies are adhered to

• Support users in the use of computer equipment by providing necessary training and advice.

• Maintain SLAs and OLAs of more complex service issues by escalating to the relevant support tier and IT department

• To arrange for external technical support where problems cannot be resolved in house

• Document systems, process and procedures for reference purposes.

• Ensure that all data is keep and handled securely throughout it life cycle

• To complete all regular maintenance task are completed and recorded

• Ensure that all software, anti-virus and patches are deployed in occurrence with the policy

Required Skills and Experience

• Incident and service request management.

• Highly competent in end point management

• Develops others by sharing own experience and expertise

• Ability to learn new technologies and skills

• Excellent communication skills, written, verbal, report writing and presenting

• Excellent time management, planning, organisational and delegation skills

• Self-motivated

• Able to lead by example and acting with integrity

• Ability to see big picture and evaluate the wider implications of solutions or processes

• Ability to work as part of a team as well as individually

What we can offer

• Annual salary between £25,000 - £30,000 depending on experience

• Pension scheme 

• 25* days holiday, in addition to Bank Holidays 

• Volunteering days to assist in charity work / CSR Initiatives  

• Flexible working options available

• Study leave where applicable 

• Enhanced parental leave

• Introduction Bonuses for referring an employee

• EV charging points, bike storage, shower & changing facilities and car parking 

If you're excited about the prospective of working with us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need!