? Experience with Microsoft operating systems, including installation and
? Experience with computer and peripheral hardware servicing and basic repairs.
? Some IT/Computing qualifications are preferable but not essential.
? Knowledge and understanding of standard office software packages.
? A good standard of written and oral communication.
? Background in Customer Support / Service Desk
? Disciplined, self-organised and motivated to learn and improve in a busy and
? Good spoken English, written and verbal communication skills
? Excellent attention to detail.
? Ability to work effectively within a team environment, both taking direction from
and supporting other colleagues.
? To complete basic IT maintenance and support tasks
? To manage first-tier Helpdesk relationships.
? To ensure that IT support requests are managed effectively and responded to in a
timely manner (either by completing requests themselves or raising them with our
higher-level Helpdesk support where necessary).
? Act as front-line Support Engineer, ensuring all support tickets are proactively
monitored and managed throughout their lifecycle, and regularly updated with
active service communications.
? Resolve first-line support issues where necessary while liaising with Helpdesk
queries, internal customers, and support partners in order to resolve first line
? Escalate issues and support requests, as needed to Technical Lead Support, and
follow policies and procedures to include incident/problem escalation.
? Create user accounts, manage permissions and delegate user passwords while also
maintain Company's knowledgebases.
? Support our multi-disciplinary software and infrastructure development teams as
? Engage in training opportunities to further develop skills and knowledge in key areas,
such as desktop support, networking and operating systems
? Complete any other tasks as requested by your line manager or a senior member of
? Be part of an occasional out-of-hours on-call rota when it is invoked.