Desktop support technician Work, Jobs in Malpas, Chs (with Salaries)

Service Desk Technician
TrinityBridge —Northwich
- CRM software
1d

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Service Desk Technician

TrinityBridge -
Northwich

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Job details

Permanent
1 day ago

Qualifications

CRM software
Financial Conduct Authority guidelines
Technical troubleshooting
Desktop support
Customer service call handling
Inbound customer enquiry call handling
Incident queue management
IT service management
Ticket management
Microsoft Exchange
Microsoft Office Suite
Network infrastructure
Remote access software
Risk management
Ticket management systems
Technical support incident logging
Customer support
Application support
Active Directory
VPN

Full job description

Role overview
The main purpose of the role, based in our Northwich office, is to apply acquired technical skills and knowledge related to specific areas of the business in order to enhance services.

Key responsibilities

Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload
Point of contact for end-users in respect of service requests or issues with the IT services
Provide first and second line technical support to users
Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk
Coordinate efforts with local CBAM IT Desktop Support and Infrastructure (Northwich, London, Glasgow) in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery
Coordinate efforts with Business Support and IT App Support in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery.
Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services
Support users in their understanding on all systems
Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests
Requirement and willingness to perform ad-hoc duties dependant on change in business requirements
Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT
Respond to emails received in IT Service Desk mailbox.
Resolve as many service requests as possible whilst maintaining quality of service to end users
Keep reporting line aware of any service requests that will not meet currently set deadlines
Run and complete daily procedures against checklist
Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided

Regulatory responsibilities | Compliance/T&C

Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.
Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business. Follow principles and rules of the Financial Conduct Authority (FCA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.

About you | Qualifications, skills and strengths

Certified to ITIL v4 Foundation Level
Experience of working within a technical help desk / 1+ years previous user support experience (preferable but not essential)
Proficient in Microsoft Operating Systems and Office Applications
Some knowledge of the following would be welcome but not essential as a trainee:
Knowledge IT Service Desk tools
Basic knowledge of Active Directory and Exchange
Basic understanding of network infrastructure
Basic understanding of remote access services (e.g. VPN, remote desktop, etc.)
ITIL IT Service Management foundation qualification
Knowledge of / awareness of supporting business systems: CRM, Document Management, Intelligent Office and Web services

At TrinityBridge we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role.

To avoid any ambiguity around fees, please note that speculative CVs received by TrinityBridge, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.
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Service Desk Technician

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