Service Desk Technician

• Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload

• Point of contact for end-users in respect of service requests or issues with the IT services

• Provide first and second line technical support to users

• Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk

• Coordinate efforts with local TrinityBridge IT Desktop Support and Infrastructure (Northwich, London, Glasgow) in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery

• Coordinate efforts with Business Support and IT App Support in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery.

• Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services

• Support users in their understanding on all systems

• Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests

• Requirement and willingness to perform ad-hoc duties dependant on change in business requirements

• Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT

• Respond to emails received in IT Service Desk mailbox.

• Resolve as many service requests as possible whilst maintaining quality of service to end users

• Keep reporting line aware of any service requests that will not meet currently set deadlines

• Run and complete daily procedures against checklist

• Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided

• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.

• Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business. Follow principles and rules of the Financial Conduct Authority (FCA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.

• Certified to ITIL v4 Foundation Level

• Experience of working within a technical help desk / 1+ years previous user support experience (preferable but not essential)

• Proficient in Microsoft Operating Systems and Office Applications

• Some knowledge of the following would be welcome but not essential as a trainee:

• Knowledge IT Service Desk tools

• Basic knowledge of Active Directory and Exchange

• Basic understanding of network infrastructure

• Basic understanding of remote access services (e.g. VPN, remote desktop, etc.)

• ITIL IT Service Management foundation qualification

• Knowledge of / awareness of supporting business systems: CRM, Document Management, Intelligent Office and Web services

Job requirements

Job responsibilities