Service Desk Technician

Exponential-e

Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology.

This role will involve shift work - (2 early shifts, 7am - 7pm, 2 late shifts, 12pm - 12am, 4 days off)

Your new role:

* Respond to manage the support contacts and tickets as defined within Service Level Agreements.

* Work as a team to deliver timely resolution to customer requests from telephone, portal and email.

* Escalate issues and appropriate Resolvers Groups wherever required in order to resolve an issue as quickly as possible.

* Maintain an understanding of the internal escalation process.

* Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.

* Performs general preventative maintenance tasks on computers, laptops and Network platforms.

* Access Management and Maintenance through Active Directory and Office
365 (Account Provision, Account Revocation, Password resets).

What you’ll need to succeed:

* Experience in managing/troubleshooting Windows Desktop Operating Systems and Network solutions at 1st Line level.

* Applicants will ideally be CompTIA A+ or studying towards Fundamentals level in Microsoft 365/Azure or Network.

* Experience in using ITIL based ticketing system (ITIL foundation preferred).

What we offer:

* Involved in varied projects that make a positive impact on critical services on a local and national level

* Vibrant company culture with a wide range of events and social activities throughout the year

* Range of employee initiatives on offer including the green team, DE&I society, employee forum, women’s network and culture club

* Dedicated Learning and Development team and access to a range of training, courses and certification support

* Comprehensive benefits including on-site cafe with free barista coffee, birthday leave, charity leave, vitality health cover and holiday purchase scheme to gain an extra 5 days leave