IT Service Desk Technician (6M Day Rate Contractor)

Main Responsibilities 

• Providing excellent customer service to the business – prioritise the answering of telephone calls, logging all tickets, regularly updating users and tickets with current status, chasing resolving teams and 3^rdparties for ticket progress
• Logging and prioritizing jobs from multiple contact channels – telephone calls/support portal/IT ServiceDesk mailbox
• 1^st Line technical support – use existing and gained technical knowledge, follow documented process and procedures to resolve technical issues 
• Follow basic ITIL principles of Incident Management/Request Fulfilments/Problem Management
• Perform user password resets across multiple systems and applications
• Active Directory permissions – create and grant access to folders/applications
• Managing End User hardware life cycling
• Support for mobile technologies including iPhone and iPad 
• Undertaking colleague IMACs (Installs, Moves, Adds, Changes)
• Administrative support for user peripheral purchases made via internal systems
• Assist in the organisations Joiner, Mover & Leaver activities
• Shift Cover – Providing support from 08.00-18.00 
• Operates in line with the Bank's Risk Management framework (including sub-frameworks) and relevant risk and compliance policies and procedures, ensuring appropriate and timely escalation of any concerns to their line manager 

Ideal Candidate

Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…

• Previous Service Desk/Customer Service experience
• Knowledge of PC/Laptop hardware support
• Knowledge of Windows 10 and Windows 11 Support
• Knowledge of IPhone/tablet, InTune/Airwatch support
• Knowledge of Microsoft M365 suite of applications
• Basic Knowledge of Lotus Notes, Active Directory, HP Service Manager, WAN/LAN infrastructure
• Working within SLA’s
• ITIL and Service Desk Institute Qualifications