Junior Service Desk Technician

  • Huntswood
  • Reading, Berkshire
  • Oct 07, 2021
Full time Information Technology Telecommunications Cisco CCNA Testing

Job Description

Huntswood's success relies on its IT Infrastructure and End-user facilities being available, effective and efficient.

As a Junior Service Desk Technician, you will be the face of the Technology Team. You, along with the team will be responsible for the building, testing and deployment of Huntswood Laptops. You will also be responsible for keeping our asset database correct and up to date.

Time permitting you, with the help of the wider team will the initial first point of contact for all technical incidents and requests from the business, offering a professional, courteous, speedy and effective service to ensure disruption to Huntswood's business processes and clients are kept to a minimum.

Job description
  • Ability to build, test and deploy laptops.
  • Responsible for Huntswood Assets and ensuring that the CMDB is accurate and kept up to date.
  • Help to ensure the Service Desk Team's documentation is kept up to date.
  • Help to ensure that incidents and problems logged on Huntswood's call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised.
  • Help to ensure that identified incidents and problems are descriptively logged and kept up to date on Huntswood's call logging system.
  • Help to ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
  • Strive to resolve a majority of tickets on first contact and to work with the Head of Customer Support to identify opportunities to further improve the number of tickets resolve on first contact.
  • Provide remote support across Huntswood sites.
  • Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
  • Ensure Huntswood's computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.
  • Work positively with the other members of the Technology team to ensure end-to-end customer satisfaction with the technology services to customers.
Person specificationEssential
  • Excellent Customer facing and Customer Service skills, able to communicate to users at all levels.
  • Good Administrative skills
  • Pleasant and helpful telephone manner
  • Thrive in a busy environment with changing priorities and goals.
  • Good level of understanding of a Microsoft Windows Active Directory environment including GPO.
  • Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office 365.
  • Good level of understanding of TCP/IP and network troubleshooting.
  • Current IT qualification, preferably Microsoft, or be able to demonstrate the equivalent experience and knowledge.
  • Be able to demonstrate excellent problem management skills.
  • Excellent time management.
  • An out-of-the-box thinker with a passion for IT and how information technology and new technology can be used to improve Huntswood.
  • Expert level of understanding of a Microsoft Windows Active Directory environment.
  • Good level of understanding of the latest Microsoft Exchange technologies.
  • Any of the following IT qualifications; CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), ITIL foundation v3
  • Experience of working in an ISO27001:2013 environment.
  • Experience of modern IP telephony systems, preferably Teams.
  • Experience of working in an ITIL aligned environment.
  • Full and clean driving license.
Core behaviours

To work with, Huntswood's employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are;

  • Confidential, reliable and genuine
  • Dynamic, passionate and determined
  • Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."