Product Features
Blog
Contact Us
Sign In
Just IT
,
London, Greater London
Helpdesk support
|
|
Job Type: Full-time |
|---|---|
|
|
Salary: £30,000 per annum |
Overview
Helpdesk Support (12-month Fixed Term Contract) £30,000- £35,000 City of London The role Working closely with the IT team, the IT Service Desk Lead position will be required to manage the IT Helpdesk and deliver exceptional support to our internal customers through the helpdesk. Reporting to the Head of IT, the IT Service Desk Lead will be responsible for keeping the team apprised of issues and escalating where necessary. IT Service Desk Lead will be responsible for managing and overseeing all helpdesk requests that are entered into the system by internal customers. These duties include but are not limited to hardware setup and configuration, software setup and troubleshooting, network analysis and troubleshooting, active directory administration, new user setup and server administration. IT Service Desk Lead must carry out its duties ensuring efficient management of time and providing a high level of quality. The IT Service Desk Lead role requires someone that is confident and can work without supervision and deliver a high-quality service to our internal customers. As the role will primarily be dealing with internal customers directly, good communication skills are critical. Key duties Management of IT Service Desk and related tasks/duties (i.e. update and maintain service desk platform, ensuring SLAs are kept) Helpdesk reporting to Head of IT Manage IT Support Technician Microsoft Active Directory new user setup and leavers Manage and oversee New Starter requests. Minor application updates on key applications and deemed appropriate Coordinating with 3rd party suppliers Working closely with the Infrastructure, Software Development, and Web Development team to ensure business requirements are met End-user desktop support and occasional desktop relocations Manage Remote Desktop Servers and troubleshoot remote user issues Hardware testing and deployment Key software deployment Building and configuration of workstation environment Managing and maintaining Windows PXE based images (creating new images, updating images) Provide formalised communications globally across the company. All work performed will be in a manner that exemplifies all of the company values at all times (Values: Trust, Improve, Empower, Client-Focused, Friendly) 1.Management of IT Helpdesk (50%) 2.Remote Technical Support (25%) 3.Face-to-Face Customer Support (25%) Skills required At least 12 months providing IT support, including first line and second line support Experience with Microsoft technologies: Active Directory, Windows Server 2012-2016, Microsoft Exchange (2010 - 2016), Windows 7, Windows 10 Experience diagnosing and troubleshooting network issues High-quality Customer support experience Experience with using a service desk system (ManageEngine ServiceDesk desirable but not essential) Experience managing, configuring and troubleshooting firewalls and routers (Juniper SRX and Cisco switch experience desirable but not essential) Project involvement Introducing proactive process change through documentation/policy Personal Attributes Friendly approach to business An innovative approach to function Ability to grow and adapt in line with the business Open and honest approach to communication. Good communication skills with a clear telephone voice Good familiarity with Microsoft Windows Server and Desktop environment (including Microsoft office) MCP or associated core certifications desirable, but not essential The ability to work on their initiative and be flexible To be able to work efficiently and accurately Company overview Our client is a major international company providing outstanding market intelligence services for the Pharmaceutical, Medical Device, Financial and Consulting sectors. Their international clients in Pharma & Biotech, MedTech, Banking and Consultancy regard our clients as the industry's gold standard for timely and accurate analysis of reported drug sales, consensus sales forecasts, R&D pipeline, markets, and comprehensive company financials.