Service Desk Technician

Contract: Permanent

Hours of Work:Full Time (36.25 hours per week)

Pattern of Work: Monday to Friday shift patterns between 8am and 6pm

Reporting to: Managed Services Team Leader

Salary: Up to £26,000 per annum

Location: Hybrid working between home and one of our UK offices: Bury St Edmunds (Suffolk), Peterborough (Cambridgeshire), Gloucester (Gloucestershire) or Lisburn (Northern Ireland)

At Xperience we deliver business efficiencies through Digital Transformation.

We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. That’s why we’ve got over 1,400 clients who are more efficient, more productive and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

About the role

As an experienced Service Desk Technician, you will be working as part of the Managed Services Team, responsible for providing 1st line technical support and solutions to our clients through our online helpdesk, MS Teams, telephone and by email.

This role has responsibility for performing hardware/software installations and upgrades, performing regular maintenance duties (remotely or on-site) and the preparation and delivery of small orders.

As a fast-growing company, we can offer you opportunities to progress your career through available training and industry leading tools for learning. We will support you to obtain industry recognised qualifications that will enhance your career, courses include Microsoft Qualifications, including Office 365, Azure, Sophos, Cisco, Veeam.

What you’ll be getting up to on a day-to-day basis:

• Providing level 1 technical support to both internal and external stakeholders
• Working to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
• Delivering a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our ServiceDesk, email, telephone or through MS Teams
• Working to SLA for call handling, first time fix, ticket response and resolution, using the service management system to log tickets for internal and external stakeholders
• Performing investigation and troubleshooting steps and if required, escalating the incident to our Level 2 or Level 3 technical teams, ensuring high levels of customer care at all times
• Triaging support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements
• Configuring, delivering & deploying PC’s, laptops and printers for internal and external stakeholders
• Providing on-site technical support and/or facilitating the collection and delivery of hardware for repair or troubleshooting when needed
• Managing internal and external ICT systems and platforms performing any necessary maintenance to maximise service availability and reduce client downtime
• Taking responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
• Collaborating with peers and other areas of the business to increase internal product and service knowledge

Person Specification

Working for a Managed Service Provider you’ll be the central point of contact for clients contacting the Service Team and required to provide the first response. You will be required to uphold an excellent line of communication with clients at all times. Therefore, the successful applicant must have the ability to use their own initiative, troubleshoot to provide a resolution and have a customer first mindset at all times.

Essential Technical Experience:

Microsoft Windows Server

• Experience of installing and deploy Microsoft Windows Server technology including, DNS, RDS and DHCP
• Experience of using Active Directory for users, groups, contacts, group policy, printers and shares

Microsoft Office 365

• Manage and maintain contacts, users, groups and mailboxes
• Manage SharePoint permissions and support desktop apps
• Manage spam filtering and quarantines
• Monitoring and troubleshooting Intune deployment

End User Support

• Experience of desktop support (Laptops, Desktops, Printers, Network Connectivity)
• Windows updates and deploying windows desktop

Essential Criteria:

• Previous experience in an internal or external facing helpdesk support team
• Able to evidence strong communication skills and proficiency in English language, both verbal and written
• Experience of working to strict SLA’s
• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Desirable Criteria:

• Previous hands-on experience with ticket management systems e.g. Connectwise
• Previous experience working for a Managed Service Provider or within an IT department Service Desk team
• Professional IT Certifications, i.e. ITIL Foundation, Cisco CCNA, Microsoft MCSA
• Experience of using managed Anti-Virus, Anti-Malware & Anti-Spam Solutions
• Veeam Backup & Replication
• Patch Management Solutions

What can we offer you as a valued employee?

• 30 days annual leave plus 8 bank holidays
• 1 additional day’s leave for your birthday
• Employer pension contribution
• Hybrid working
• Cycle to Work Scheme
• IT Purchase Scheme
• Access to Skillsoft Learning and Development Platform
• Employee Assistance Programme
• Referral bonus scheme of up to £1,500 when you successfully refer a friend

*T&Cs apply based on contract

Application Process:

To apply, candidates are invited to submit their CV with their full employment history and to demonstrate how they meet the essential and, where possible, the desirable criteria.

Candidates who do not have an up-to-date CV will need to answer further application questions to demonstrate how they have met the criteria to be shortlisted for this role.

We reserve the right to close the vacancy before the listed closing date, when we are in receipt of sufficient applications. Should you wish to apply for this post, you are advised to complete and submit your application as soon as possible.

Competencies required for role:

Communication

Conveys information and ideas clearly and respectfully. Listens to other and values different opinions.

Teamwork and Collaboration

Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.

Results Focussed/Problem Solving

Prioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results.

Developing Yourself & Others

A quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes.

Xperience is an equal opportunities employer.

Job Types: Full-time, Permanent

Salary: £22,000.00-£26,000.00 per year

Benefits:

• Additional leave
• Company pension
• Cycle to work scheme
• Free flu jabs
• Free parking
• On-site parking
• Referral programme
• Work from home

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Antrim, BT28 2EX