Do you have a passion for IT? Are you looking for an opportunity where you will learn every day?
Do you enjoy learning and implementing the latest Microsoft technologies?
If you have answered yes, then our Service Desk Specialist role is the perfect career choice for you.
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Service Desk Specialist
Responsibilities
As a service desk specialist, you will be responsible for being the highest escalation point for IT support requests and/or issues, whilst up-skilling the service desk team. You will be working with a close-knit service desk team and report to the service desk manager. You will also be responsible for implementing improved performance levels on the service desk by researching new ticketing methods, SLA’s, KPI’s, survey tools, automation, documentation, and more.
Daily Activities
- Providing third line IT support to clients if a ticket is escalated on the service desk.
- Provide support for colleagues / first / second line technicians to resolve issues in a timely manner.
- Calling out to site if the issue can’t be fixed remotely.
- Carrying out IT support requests onsite.
- Managing ownership of a ticket from start to finish.
- Managing SLA’s and customer expectations.
- Investigating how to improve the service desk within our software packages.
- Investigating new and improved software to increase our service level.
- Working closely with the service desk manager to resolve any tickets that are more difficult whilst also supporting the team on a second line basis.
- Completing projects and onboarding where necessary.
Experience
- A minimum of 5 years of IT service desk experience.
- Strong customer service skills.
- Familiar working with SLA’s & KPI’s.
Skills
- Excellent ability to communicate.
- Windows10/11 support.
- Microsoft365 – Exchange support and the Microsoft Office application suite (Word, Excel, Outlook, Teams etc).
- InTune and Conditional Access policies.
- Active Directory (Windows Server & Azure).
- Windows Server support.
- High networking knowledge of firewall, router and switch devices.
- DHCP& DNS knowledge.
- Hyper-V and VMware.
- Advanced knowledge of VOIP telephone systems, particularly Gamma Horizon.
- Advanced hardware knowledge of IT equipment, such as servers, desktops and their components.
- Independent expert knowledge of our software tools.
- Ability to offer mentorship to team members.
- 100% self management of tickets.
Why work for MCS?
- Working with an exciting and growing business.
- Opportunity to grow in your role and develop in to another position.
- Joining a like-minded team with a work-hard play-hard mentality.
- Company events and nights out.
- A discounted gym membership.
- 20 days holiday per annum, excluding bank holidays and your birthday off.
- Increased holiday allowance for long service.
- Employee of the Quarter scheme, with the potential to win substantial prizes.
