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Form of work
SalaryRole: ICT 2nd Line Hardware Support Assistance
Reports to (Business): ICT Service Delivery Manager
Location: Doncaster with possible visits to Preston office and local remote sites.
Overall Requirements: We are seeking a dynamic and proactive individual for the role of ICT 2nd Line TEMP assistance, who will contribute to our mobile refresh project. The ideal candidate should possess a broad range of skills covering both hardware and software, particularly with Samsung Android tablets and phones alongside Intune from an Excel spreadsheet. They must be able to work effectively both independently and within our ICT team, demonstrating a customer-focused attitude and proactive problem-solving skills.
Key Accountabilities:
- Basic Level 2 support, including greeting walk-in customers and assisting/logging faults.
- Troubleshooting and configuration of computer and mobile hardware/software.
- Remote support, troubleshooting software fault finding, and resolution.
- Setting up laptops for new users.
- Prompt case logging and updates within the helpdesk system and updating spreadsheets.
- Escalating problems where necessary to direct supervisor and other ICT departments.
- Retaining ownership of incidents and monitoring until satisfactory resolution.
- Shipping out hardware with DPD.
- Intune device removal and checking compliance.
- Account configuration and software installation.
Additional Tasks:
- Backup/overflow telephone cover for ICT Helpdesk as required.
Recruitment Specification:
FACTORSREQUIREDDESIRABLEQualifications- Educated to A Level Standard- MCPs- Formal IT QualificationExperience- Good knowledge and experience of supporting Microsoft Office 365- Experience in face to face interaction- Good knowledge and experience of supporting Microsoft Windows 11- Demonstration of learning ability such as recent exam passes- Experience in the use of Active Directory- Demonstration of drive to progress- Experience of dealing directly with customers- Experience in Android Mobile Device configuration- Provisioning of Hardware i.e. LaptopsCapability/Personal Qualities- Able to work alone and in a team- Level headed- Able to work without supervision- Good communication skills both verbal and written- Clearly spoken- Pro-active- Organised- Motivated by a challenge, driven to succeed- Willing to learn new skills- Determined- Able to think outside of the box- Can do attitude- Able to work under pressureMotivated by- Challenges- Training opportunities- Customer satisfaction- Praise and thanks- Continuous improvement- Technical achievements- Social ActivitiesOther- Tidy appearance- Valid UK driver's license- PoliteWe encourage applications from candidates who meet the requirements of the role. Our client is an equal opportunities employer.
