Service Desk Engineer

Job Description:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Support Technician is to provide second line support for all staff . The IT Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-up customers) and self-service. 

Main Duties and Responsibilities:

• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.

• To assist all our users with any logged IT related incident when called upon. 

• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

• To accurately record, update and document requests using the IT service desk system.

• To install and configure new IT equipment. To resolve incidents and upgrade different types of software and hardware. To resolve incidents with printers, copiers and scanners. 

• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. 

• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. 

• To be a highly motivated team player with the skills and ability to manage changing priorities. 

• To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient. 

• To manage Active Directory including gpo’s, new user creation, security groups, etc.  

• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes. 

• To work within the relevant legislation, policies and procedures. 

• To attend training courses as identified and agreed for appropriate development. 

• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility 

 Education/Qualifications 

• Good general level of education.

• Knowledge of Active Directory 

• A+ or equivalent work experience 

• Experience/Knowledge 

• Previous experience of working in an IT support role. 

• Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite. 

• Excellent IT skills and computer literacy. 

• Previous Experience within a customer service role. 

Experience of the following: 

• Office 365 

• Encryption Software (e.g. Truecrypt, bitlocker) 

Previous experience of working with pharmaceutical companies 

• Skills/Personal Requirements 

• Excellent organizational skills. 

• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing. 

• Ability to demonstrate practical troubleshooting and problem analysis techniques. 

• Good attention to detail and ability to show initiative. 

• Ability to plan and prioritize work load without supervision. 

• Ability to prioritize, manage and perform under pressure to meet SLA’s. 

• Excellent knowledge of Customer Service best practice. 

• Willing to work flexibly and with enthusiasm.