IT Level 1 Technician
Location | Worthing |
Job type: | Permanent Full Time |
Job ref: | 006568 |
Published: | 10 months ago |
We are looking for a Service Desk Analyst able to provide first/second line support to our global users.
The role is based on-site at our Worthing HQ
What You'll Be Doing
- As a member of the Service Desk Team, serve as the initial point of contact for all IT-related inquiries, issues, and requests.
- Triage and categorise all service requests, incidents, and changes accurately in the Service Desk management system.
- Provide first and second-line technical support, troubleshooting hardware and software issues for end-users globally.
- Escalate unresolved issues to the appropriate internal teams or third-party vendors as necessary.
- Monitor and manage service desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
- User account management, including account creation, password resets and access permissions.
- Maintain accurate and up-to-date documentation of all support activities and procedures.
- Provide excellent customer service by ensuring a positive end-user experience and clear communication throughout the support process.
What Experience Do You Need
At least 1 year in a Service Desk role gained in a corporate environment.
Experience with Service Desk support, administration and tooling.
Familiarity with IT cyber security practices and standards security standards
Windows10/11 Desktop Administration.
Windows Imaging Administration and Management (Intune and AutoPilot).
Active Directory/Azure AD Administration for account management.
Windows network printing technologies, administration, and troubleshooting.
Basic hardware repair (laptop/desktops).
Foundation level TCP/IP and networking knowledge.
Relevant qualification in aspects or IT support and administration.
Experience gained in a pharmaceutical / medical device / life science organisation.
What We Can Offer You
- Private healthcare
- Wellbeing allowance up to £300.00 a year
- Monthly yoga sessions and quarterly massages
- Annual programme of fun events
- On site restaurant
- Enhanced maternity & paternity leave
- On site parking
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