Technical Support Technician/ Service Desk Technician

Posted by First Central Insurance & Technology Group

First Central Insurance & Technology Group are looking for a Technical Support Technician/Service Desk Technician to join their Technology team based in either Haywards Heath, West Sussex, Salford Quays, Manchester, or Guernsey. (£19,000-31,000)
You’ll be working with an excellent team who take pride in providing excellent service for all employees in relation to technology-related requests, issues and incidents. You’ll provide first-line support for internal users around IT issues. This role brings variety and you’ll also have a brilliant opportunity to further develop your technical knowledge.
To be successful in this role, you’ll need to have:

  • Strong IT and troubleshooting experience, as well as previous experience on service desk and with ticket management systems
  • Proactive resolutions and expectation management experience
  • Active Directory, Office 365, SharePoint experience
  • SCCM (Microsoft System Centre Configuration Manager) is desirable 
  • Excellent interpersonal skills is a strong must. A good personality, be approachable, friendly and manage the requirements of internal stakeholders

Job responsibilities

  • Proactively maintain the desktop, telephony and application infrastructure so that it’s supported and failures are minimised
  • Log, analyse, triage and prioritise all IT incidents, problems and changes received via all communication channels into the team
  • Ensure that systems/applications/services in own area run and meet business Service Level Agreement (SLA) targets
  • Analyse incident, problem and change data to identify the underlying causes and propose resolutions via Service Improvement Plans
  • Display leadership in area of specialisation, e.g. championing new features and best practice
  • Ensure compliance with company and other relevant standards/regulations at all times
  • Technical role model for members of the IT Service Desk team, e.g. this will involve technical development through the facilitation of workshops, production of standards, procedures and documentation and running training sessions
  • Support out of hours software upgrades/implementations and testing in conjunction with Business Change, GTS and other stakeholders
  • In addition to working shifts to cover 07:30 – 20:00 Monday-Friday, staff performing this role are expected to occasionally work weekends

Skills, experience and qualifications required

  • Experience of enterprise software and application support and delivery
  • SharePoint (Collaboration Toolkit)
  • Knowledge of service desk/issue logging tools
  • Knowledge of latest MS Office suite
  • Knowledge of MS Windows server
  • ITIL Foundation V3