Level 2 IT Helpdesk

Key Responsibilities:
Key tasks and responsibilities for the role include:
• Provides technical support on more complex set of problems than a level 1 Service Desk Analyst – Foundation from a remote and on-site perspective either email or ticketing system
• Provides technical support to other team members , is developing as a subject matter expert
• Delivers high quality customer service experience while resolving client queries effectively, always providing a reference number.
• Follows established processes and systems (e.g. completion of all admin paperwork, call logging system) to meet laid down guidelines. Looks for ways to improve processes and service levels.
• Uses listening and questioning techniques to diagnose root cause and/or takes relevant next step within required timescales.
• Acknowledges and empathises with customer issues demonstrating through communication a clear understanding of the customer’s systems, processes, culture and issue.
• Accesses technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
• Escalates issues within agreed timeframe to deliver required service level and meet or exceed customers’ expectations/SLAs.
• Acts as a team player being viewed by colleagues as a helpful member of the team.
• Takes the initiative to drive own technical and professional development to grow product and business knowledge.
• Document work performed and enter jobs into Autotask/idocportal.
• Become fully competent with Managed Service products
• Attend training programs as required by Company.

Key Performance Indicators
• Meets personal KPI targets and contributes to team targets
• Successful completion of tickets aligned to skills register capability
• Feedback from customers, ticket quality coaching and performance reviews
• Escalates incidents to next level within correct timescales
• Manages tasks to time, accuracy and quality parameters
• Up to date with technical and business knowledge
• Knowledge development and maintenance through attendance and assessment.
Key Relationships

This role has a high level of interaction with the following people:
• Line management reporting will typically be their Service Desk Team Leader.
• Day to day work reporting will typically be their Service Desk Team Leader.
• Internal relationships with other employees, when providing assistance to resolve basic technical support.
• Internal relationships with team members, when requesting assistance or guidance, sharing knowledge, and when completing work load, or when providing assistance to more junior staff.

Technical Requirements:
• Proven hands-on experience with IT support tools, technologies, and systems, including but not limited to:

Windows and macOS operating systems
Microsoft Office suite and other common software applications
Active Directory and user account management
Hardware troubleshooting and diagnostics
Network protocols, TCP/IP, and basic network troubleshooting
• Experience with remote support tools and techniques, ensuring effective problem resolution for remote clients.
• Knowledge of virtualization technologies such as VMware or Hyper-V.
• Familiarity with mobile devices (smartphones, tablets) and their integration with corporate systems.
• Basic understanding of security principles and best practices, including antivirus software and data protection.
• Ability to handle printer and peripheral device setup and troubleshooting.
• Demonstrated proficiency in remote communication tools, both for customer interaction and internal collaboration.

Skills and Knowledge:
Essential
• The successful candidate will have a minimum of 2 years’ experience with a proven track record for project/customer management and project deployment.
• Hands on experience with vendor specific or related technologies.
• Excellent spoken and written communication skills.
• Excellent interpersonal skills with the ability to convey technical ideas to non-technical and technical people.
• Leadership skills, particularly from a technical perspective

Must have:
Internet – Fibre (speed test required)
Laptop
Headset to answer calls and make calls