IT Help Desk Technician

London
Full Time
£55,000 - £60,000
Job Description

IT Help Desk Technician, New Client Requirement – London UK

The goal is to create value for employees that will help preserve the company’s reputation and business.

Key Responsibilities
  • Serve as the first point of contact for customers seeking technical assistance via chat, email, phone or in-person
  • Create and disable user accounts
  • Provide IT onboarding for all new employees
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in the helpdesk ticketing system
  • Follow-up with customers to ensure issue has been resolved
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Writing, editing, and revising training manuals for new and updated software and hardware.
  • Diagnosing systems errors and other issues
  • IMAC – Installs, Moves, Adds and Changes for all hardware and software products. Maintain daily performance of computer systems
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems.
Requirements
  • Proven experience as a help desk technician or other customer support role
  • 5+ years of experience working in a help desk environment
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English/French
  • Excellent oral communication and writing skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field
  • Able to lift up to 45lbs.
  • Available to provide afterhours support 24/7
Technical Requirements
  • Microsoft Windows Active Directory
  • Citrix XenDesktop VDI
  • iManage document management system
  • Avaya/Mitel phone system
  • Microsoft Exchange 2013-2016-2019
  • Microsoft Teams
  • Microsoft Office 2013-2016-2019
  • Adobe Acrobat 10-2020
  • Various in-house developed web applications
  • DUO/RSA and other 2FA programs
  • Understanding of basic network/internet protocols
  • Knowledge of IOS and Android mobile devices
Salima

Consultant Details

Salim Noorani
salima@jam-management.com

Job Summary

Job Reference:

TSU83/SNN

Closing Date:

2024-03-04

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