Copello have partnered with an established engineering business based in Fareham, in the recruitment of a Senior IT Service Desk Technician.

Please note candidates MUST be eligible for SC Clearance.

Responsibilities:

* Providing technical assistance for questions and problems

* Responding to queries via chat, email, or phone

* Resolve hardware and software issues, including installation, configuration, and troubleshooting of desktops, laptops, printers

* Diagnosing system errors and other issues

* Following up with customers to ensure full resolution of issues / requests

* Installing or changing software to fix issues or fulfil requests

* Remotely accessing hardware or software for clients to make changes and fix problems

* Using an ITSM tool to manage IT tickets

* Working with other IT team members to provide timely customer resolutions and to identify potential incidents

* Building and issuing IT equipment

* Assisting with production of IT Staff Rotas

* Assisting with resolution of customer escalations and complaints

* Assisting with the administration and improvement of the ITSM systems

Skills and Experience:

* Entry level qualification (BTEC, CompTIA, Degree or apprenticeship) in a computing related field

* Working in a customer service/customer facing role - at least 2 years

* Ability to perform remote troubleshooting and IT Assistance

* Ability to use an ITSM tool to manage tickets

* Ability to provision and support IT Equipment

* Understanding of IT Reporting, SLAs and KPIs

* Experience in a customer facing role

* Understanding of technology principles e.g. Active directory, M365, SharePoint, Power platform, networking, management of mobile devices, provision of IT equipment

Desirable:

* Supervisory experience

* Microsoft Certification

* Providing support technical or otherwise over the phone and using a CRM/ITSM system to manage customer interactions

* ITIL Certification

This role will be based in Whiteley working on shift rotations (37 hours per week) between 8:00-18:00 + on call support for key users during silent hours (on call renumeration).

The salary on offer for this position is between £26K-£30K plus benefits