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IT First-Line Support
Chippenham, Wiltshire
Salary: Negotiable
Job Type: Permanent
Start Date:
Job Reference: BBBH25238
Added: 23 Nov 2022
Job Description
Do you have first line support and are happy working part from home part office based? Do you live within a commutable distance of Chippenham? If so we want to hear from you!

Location: Part working from home, part office-based
Salary: £18k - £23k per annum with progression opportunities

Role accountabilities:

* Work with the IT support manager and the rest of the IT support team to deliver an efficient, customer-focused IT helpdesk service within agreed SLAs and meeting or exceeding relevant KPIs
* Respond to incoming requests for IT support by phone, e-mail or face-to-face within an agreed time-frame and in a polite and helpful manner
* Accurately log tickets using the IT helpdesk ticketing system
* Maintain ticket queues in order to ensure tickets are dealt in an efficient and timely manner
* Identify and diagnose software and hardware problems with desktops, laptops and network hardware
* Assess whether common problems can be fixed by the support technician at the point of contact or within a reasonable time-frame, or whether they need to be escalated
* Provide assistance to staff at regional offices via telephone support and using remote control tools
* Investigate and research complex issues using internal or web-based information resources
* Assess and escalate complex issues to the 2nd line support technicians or external parties if required, ensuring complete and accurate information is gathered and recorded in the ticketing system
* Pro-actively undertake common systems administration tasks on Windows desktops and laptops to ensure performance is maintained
* Accurately add and update user and computer information in Active Directory, including the administration of accounts for new starters and leavers
* Manage access to files and folder for users, granting or refusing access in accordance with IT security policy and with appropriate authorisation from folder managers
* Provide advice and guidance on the use of IT systems staff at all levels
* Create and update technical and user documentation as required, including 'how-to' guides for common IT tasks
* Install and configure non-standard software as authorised by the IT support manager or head of IT
* Carry out basic installation and maintenance tasks on fixed line and mobile telecommunications systems
* Build and configure mobile devices for staff
* Install and configure the specific Windows build on all new and existing laptops and desktops
* Create and update asset records to keep track of laptop, desktops, mobile devices, SIM cards and other hardware items
* Assist 2nd line support technicians and the IT support manager with specific areas of IT security including backups, patching and anti-virus

For more information on this job role, please get in touch with [email protected]

Acorn Recruitment acts as an employment agency for permanent recruitment.
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