Jobs

Trainee IT Service Desk Technician

KTSL | Full Time

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Reporting to: Helpdesk Manager

Job Overview:

To ensure all calls to the IT Service Desk are dealt with effectively and efficiently as well as provide 1st and  2nd line support via the telephone, using remote desktop tools or should the need arise attendance to system users place of work.

Administration of the IT Service Desk System including user accounts on Active Directory, e-mail etc...

Provide effective IT Technical Support by ensuring all calls to the IT Service Desk are dealt with correctly and efficiently. 

Respond to urgent priority calls as escalated by the IT Service Desk Operator.

Prioritise and schedule IT Support calls to the relevant IT Support Technicians.

Ensure that the IT Service Desk system is maintained and the domain and e-mail system accounts are administered within set time scales.

Principal Duties and Responsibilities

Service Desk/Support

• Organise the IT Service Desk so that all incoming IT support calls are dealt with in a timely and effective manner.

• Supervise the IT Service Desk Operator to ensure that all incoming IT support calls are recorded accurately.

• Prioritise outstanding IT support calls and schedule in order of prioritisation to the relevant IT Support Technicians.

• Analyse and resolve urgent 1st line support calls when escalated via the IT Service Desk. This could be over the telephone or where appropriate a visit to the end user and update the IT Service Desk system as appropriate.

• If required, to undertake the duties of an IT Service Desk Operator.

• Promote good practice in the use of IT hardware and software.

• Provide advice and demonstrate use of software and hardware to end-users.

• Keep all IM&T hardware safe and secure.

• Perform occasional other tasks as and when requested to do so by the IT Services Senior Management

• Monitor status of WAN links and carry out basic investigations prior to reporting any issues to IT Senior Management

Maintenance

• Input new system users onto the IT Service Desk system contacts database and maintain existing information ensuring it is correct and up to date.

• Input new system users onto the organisation domain, e-mail system and proxy servers within set timescales and ensure existing system users information is correct and up to date.

• Liaise with third party support organisations for repairs/replacements.

• Perform IT installations, configurations and troubleshoot computer hardware and software in accordance with IT Services standards.

• Undertake the daily file server backup checks and tape changes.

• Perform system administration and support of IT Service Desk System.

Communications

• Liaise with staff as to the status of their existing calls.

• Liaise with 3rd party support suppliers to resolve support calls that require actions from them.

• Promote good practice in the use of IT hardware and software.

• Provide feedback to Senior IT Staff regarding potential staff desktop training requirements.

• Participate in IT meetings / review meetings or locality site meetings and provide feedback as required.

Documentation

• Create ad-hoc reports from IT Service Desk system as requested by IT Senior Management

• Prepare and keep up to date any technical documentation as requested.

• Assist in the maintenance of the IT Asset Register in keeping it up to date and complete at all times and to carry out periodical audits of organisation computer equipment.

• Create user level training documentation

• Creation and maintenance of KTSL site map

Knowledge

• Maintain a good working knowledge of hardware and desktop applications currently in use

• Maintain an up-to-date knowledge of IT technologies and developments. This may involve attending seminars, training events and reading relevant journals and technical documentation.

Housekeeping

• Promote and maintain a quality operational environment adhering to audit and security policies and any best practice guidelines.

To apply for this position, please send your c.v to dave.round@ktsl.com

Helpdesk Assistant

Corsham Office Rentals | Full Time

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Job Overview 

To ensure all calls to the IT Service Desk are dealt with effectively and efficiently as well as provide 1st and  2nd line support via the telephone, using remote desktop tools or should the need arise attendance to system users place of work.

Administration of the IT Service Desk System including user accounts on Active Directory, e-mail etc...

 Provide effective IT Technical Support by ensuring all calls to the IT Service Desk are dealt with correctly and efficiently. 

 Respond to urgent priority calls as escalated by the IT Service Desk Operator.

 Prioritise and schedule IT Support calls to the relevant IT Support Technicians.

Ensure that the IT Service Desk system is maintained and the domain and e-mail system accounts are administered within set time scales.

  Principal Duties and Responsibilities

  Service Desk/Support

• Organise the IT Service Desk so that all incoming IT support calls are dealt with in a timely and effective manner.

• Supervise the IT Service Desk Operator to ensure that all incoming IT support calls are recorded accurately.

• Prioritise outstanding IT support calls and schedule in order of prioritisation to the relevant IT Support Technicians.

• Analyse and resolve urgent 1st line support calls when escalated via the IT Service Desk. This could be over the telephone or where appropriate a visit to the end user and update the IT Service Desk system as appropriate.

• If required, to undertake the duties of an IT Service Desk Operator.

• Promote good practice in the use of IT hardware and software.

• Provide advice and demonstrate use of software and hardware to end-users.

• Keep all IM&T hardware safe and secure.

• Perform occasional other tasks as and when requested to do so by the IT Services Senior Management

• Monitor status of WAN links and carry out basic investigations prior to reporting any issues to IT Senior Management

Maintenance

 • Input new system users onto the IT Service Desk system contacts database and maintain existing information ensuring it is correct and up to date.

• Input new system users onto the organisation domain, e-mail system and proxy servers within set timescales and ensure existing system users information is correct and up to date.

• Liaise with third party support organisations for repairs/replacements.

• Perform IT installations, configurations and troubleshoot computer hardware and software in accordance with IT Services standards.

• Undertake the daily file server backup checks and tape changes.

• Perform system administration and support of IT Service Desk System.

Communications

• Liaise with staff as to the status of their existing calls.

• Liaise with 3rd party support suppliers to resolve support calls that require actions from them.

• Promote good practice in the use of IT hardware and software.

• Provide feedback to Senior IT Staff regarding potential staff desktop training requirements.

• Participate in IT meetings / review meetings or locality site meetings and provide feedback as required.

Documentation

• Create ad-hoc reports from IT Service Desk system as requested by IT Senior Management

• Prepare and keep up to date any technical documentation as requested.

• Assist in the maintenance of the IT Asset Register in keeping it up to date and complete at all times and to carry out periodical audits of organisation computer equipment.

• Create user level training documentation

• Creation and maintenance of KTSL site map

Knowledge

• Maintain a good working knowledge of hardware and desktop applications currently in use

• Maintain an up-to-date knowledge of IT technologies and developments. This may involve attending seminars, training events and reading relevant journals and technical documentation.

Housekeeping

• Promote and maintain a quality operational environment adhering to audit and security policies and any best practice guidelines.

To apply for this position, please send your c.v to dave.round@ktsl.com

Trainee IT Service Desk Technician

Corsham Office Rentals | Full Time

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Reporting to: Helpdesk Manager

Job Overview:

We have an exciting opportunity for a Trainee IT Service Desk Technician for a rapidly expanding IT Consultancy based in Corsham.

The role will involve responding to customer’s software queries via telephone and email, logging incidents and responses on the company’s service desk software and the management of internal Service Level Agreements (SLAs).

The successful candidate will have some IT skills in Windows and network configuration, obtained at college level or from working experience and be ableto work under pressure whilst providing excellent customer service. Continual software training will be provided and the role has excellent
prospects for advancement.

Principal Duties and Responsibilities

Service Desk/Support & Training

• Organise the IT Service Desk so that all incoming IT support calls are dealt
with in a timely and effective manner.

• Supervise the IT Service Desk Operator to ensure that all incoming IT support
calls are recorded accurately.

• Prioritise outstanding IT support calls and schedule in order of prioritisation
to the relevant IT Support Technicians.

• Analyse and resolve urgent 1st line support calls when escalated via the IT
Service Desk. This could be over the telephone or where appropriate a visit to
the end user and update the IT Service Desk system as appropriate.

• If required, to undertake the duties of an IT Service Desk Operator.

• Promote good practice in the use of IT hardware and software.

• Provide advice and demonstrate use of software and hardware to end-users.

• Keep all IM&T hardware safe and secure.

• Perform occasional other tasks as and when requested to do so by the IT
Services Senior Management

• Monitor status of WAN links and carry out basic investigations prior to reporting
any issues to IT Senior Management

Maintenance

• Input new system users onto the IT Service Desk system contacts database and
maintain existing information ensuring it is correct and up to date.

• Input new system users onto the organisation domain, e-mail system and proxy
servers within set timescales and ensure existing system users information is
correct and up to date.

• Liaise with third party support organisations for repairs/replacements.

• Perform IT installations, configurations and troubleshoot computer hardware and
software in accordance with IT Services standards.

• Undertake the daily file server backup checks and tape changes.

• Perform system administration and support of IT Service Desk System.

Communications

• Liaise with staff as to the status of their existing calls.

• Liaise with 3rd party support suppliers to resolve support calls that require
actions from them.

• Promote good practice in the use of IT hardware and software.

• Provide feedback to Senior IT Staff regarding potential staff desktop training
requirements.

• Participate in IT meetings / review meetings or locality site meetings and
provide feedback as required.

Documentation

• Create ad-hoc reports from IT Service Desk system as requested by IT Senior
Management

• Prepare and keep up to date any technical documentation as requested.

• Assist in the maintenance of the IT Asset Register in keeping it up to date and
complete at all times and to carry out periodical audits of organisation
computer equipment.

• Create user level training documentation

• Creation and maintenance of KTSL site map

Knowledge

• Maintain a good working knowledge of hardware and desktop applications
currently in use

• Maintain an up-to-date knowledge of IT technologies and developments. 
This may involve attending seminars, training events and reading relevant
journals and technical documentation.

Housekeeping

• Promote and maintain a quality operational environment adhering to audit and
security policies and any best practice guidelines.

To apply for this position, please send your c.v to dave.round@ktsl.com

Location

Unit 23
Leafield Industrial Estate 
Corsham 
Wiltshire 
SN13 9RS

Main phone: 
01225 696899