IT Helpdesk Engineer

Salary: £26,000 – £27,600 per year

* Providing support via phone, remote access & on-site service

* Resolving service request relating to PC, network, infrastructure, hardware & software

* Working with their helpdesk systems to accurately record, track & update tickets & keep customers informed of progress

* Working within their monitoring software to proactively identify & head-off potential issues

* Ensure all incoming requests (eg requests for tech support & services) are accurately recorded on their call logging system so that full historical information & data is available

* Manage the lifecycle of all incoming requests through to successful resolution, including managing request priorities & target resolutions accordingly

* Install & configure computer hardware, software operating systems & apps, networks, printers, scanners & associated techs

* Set up new users’ accounts & profiles & deal with password issues. • Troubleshoot system & network problems & diagnose & solve hardware/software faults

* Support the roll-out & implementation of new applications & technology

* Plan & undertake scheduled routine maintenance checks & upgrades

* Respond to breakdowns within agreed call out time scales, repairing equipment & replacing parts

* Obtain replacement or specialist components, fixtures or fittings in accordance with their internal quoting & purchasing procedures

* Engage with admin duties including maintaining records of hardware service tags & software licences etc

* Manage stocks of equipment, consumables & other supplies accordingly

* Understand customer demand & expectation in line with their ethos of high standards of customer satisfaction

* Ensure that all deadlines are met in a timely manner & customers/colleagues are kept informed of progress

* Whilst adhering & respecting confidentiality policies & intellectual property (IP) rights, to support others & share information with others in order develop & promote excellent service delivery through teamwork

* Contribute to team meetings & events as and when required

* Liaise with other departments & 3rd party channels in order to resolve queries efficiently & promptly

* Ensure that personal workspace is kept clean & tidy at all times, all personnel to respect company property & report misuse of company property to their line manager accordingly

* Remain up to date with professional knowledge by participating in training opportunities & reading technical publications

* Ensure that all H&S procedures are effectively carried out & risk assessments are undertaken & safe systems of work is adhered to, including those which apply to their customers when working onsite

* To act at all times to promote equality & diversity ensuring inclusive & integrated services

* To be an active participant in groups, meetings & events