Service Desk Support Technician

Job Title: Service Desk Support Technician

Location: Greenham Business Park, Newbury, Berkshire

Hours of Work:

• Hours of Work: 44 hours over an 8 day shift cycle inclusive of breaks
• 12 hour shifts, 2 nights, 2 days, 4 days off

Benefits:

• Salary - £29,200
• 25 days annual holiday + Birthday off in addition and option to buy/sell additional 5 days
• Company Pension Scheme
• Private medical Cover
• Life Assurance
• Extensive non-taxable benefits

The Role

Due to internal promotion Cyberfort are looking for a Service Support Technician to join our friendly team.

Reporting to the Service Support Operations Manager you’ll be part of a team providing 24/7/365 support for data centre and Service Desk functions.

No two days are the same in this interesting role. You’ll be looking after customers and colleagues, supporting a wide range of data centre and customer equipment, resolving queries, installing, and supporting hardware and software as part of a team. You’ll be confident on the telephone, and able to prioritise your work and ask for help when you’re out of your depth.

You’ll have some experience of IT infrastructure and customer service and be confident using office software.

This is a busy role, and you’ll need to be a quick learner, able to build honest, transparent, trusting relationships with colleagues and with our customers.

A keen willingness to learn and develop your skills is essential to this hands-on role. Cyberfort are committed to providing top class training and promotion opportunities and this role will suit someone looking to build a career in IT. We’ve partnered with QA Training and all Technicians are enrolled in an 18-month level 4 training program following induction training.

Responsibilities

You will work with the Service Desk, Service Support and Technical Resolver teams providing support for incident, change, service request and project tasks. You’ll ensure all company processes are followed. You will be responsible for:

· Working with colleagues to ensure smooth running of your shift. You will prioritise your work as required.

. Ensure the effective prioritisation and delivery of work during your shift, deal with phone calls, emails and provide hands on support as needed.

· Log all contacts and work done in the Service Desk toolset.

· Escalate incidents/requests to the appropriate technical resolver team as required within SLA’s.

· Provide a handover to the oncoming Service Support Technician and Service Desk Supervisor.

· Provide advice to customers in relation to the provision of support during the resolution/escalation of incidents.

· Client escorts.

· Ensure that every customer experience is a positive one.

· An awareness of Microsoft Azure and M365, Open Source and Networks – full training is provided.

· Delivering remote hands support.

· Backup Operations and Maintenance.

· Routine site health and safety checks and support for the facilities management team.

If this sounds like you, we’d like to see…….

• Your CV

Our Purpose:

The Cyberfort Group is a community of 150+ passionate people united by one overall mission... to make the world safer, one business at a time. We are the "one-stop shop" for all things cyber and are working to build a centre of excellence for our customers by building an amazing place to work, learn and develop for our people.

We work with a diverse range of clients, including large Governmental departments as well as other public sector organisations and businesses within the private sector. We're growing our business and our team through our continuous investment in developing technology and cyber capability; we aim to deliver innovation to our customers as fast as possible. Whether it's AI-driven ML-based threat intelligence or rapid start hybrid Cloud; our goal is to implement solutions that make us stand out in the market.

If that sounds like you, we'd like to see......

• Your CV
• 
  

Find your place at the Cyberfort Group - Our vision is to bring together technology, people, expertise, facilities and leaders in Cybersecurity to create capability that is second to none. We aim to create a workplace that leverages the expertise of people from a diverse range of backgrounds that are to be themselves, are celebrated for thinking differently and work together as one team.

We know that a one size fits all approach to our recruitment and selection practices will not allow us to reach some of the incredible people that are out there and it’s common practice for us to make adjustments. When you apply to work for us please let us know if there’s anything we can do to allow you to showcase your skills and talents to the best of your ability.