Information Technology Help Desk Technician

CompanyExciting opportunity to join a growing IT service provider, predominantly working with clients based in the Architecture, Construction and Design industries.Job DescriptionWorking as part of our IT Support Team in providing technical support to our clients you will handle incoming tickets via email and telephone. Providing help desk support through our assist platform and ensuring all issues and resolutions are logged. The role requires the individual to have the willingness to want to aid and learn in supporting all aspects of the IT service. Our clients work in varied ways and therefore, this role requires an individual who can easily adapt. Requires strong communication, time management and problem solving skills. At least 2years experience in a similar role.Main ResponsibilitiesProviding a first point of contact for customers through our helpdesk, be that via phone, email or ticketLogging all issues and resolutions in the ticket systemProvide our Clients with a Friendly, Quick and Helpful ExperienceProvide the Client with basic remote troubleshootingManagement of endpoint devices through our RMM (Remote Monitoring & Management toolAssist in documenting procedures and knowledge base articlesReview regularly scheduled/automated actions as indicated by our ProcessesInstallation, configure and troubleshoot hardware, software, network equipment, printers and phonesAbility to travel to client sites on an ad hoc basisFollow the schedule provided by the Helpdesk Manager and DirectorsFollow Standard Operating Procedures (SOPs) for daily / weekly / Monthly recurring tasksFollow all our Security Procedures and Keeping a Vigilant Eye for Security IssuesIdentify opportunities for improvement and make constructive suggestions for changeContribute to the process of innovative change effectivelyRequiredCommunication and OrganisationMaintaining high-level of customer service when communicating with clientsCommunicate to the client the status of their ticket every step of the wayStrong Communication skills, both written and orallyAbility to work on support issues independently and escalate when necessarySeeing tasks or issues through to resolutionTechnical SkillsGood understanding of computer hardware and operating systems, both PC and MacBasic knowledge of networking and routing protocolsExperience in basic administration of Windows Servers, Active Directory and FilesystemsGood knowledge of Office/Microsoft 365 and other email platformsMust be able to type quickly and accurately while talking on the phonePersonal SkillsAt least 2-3 years’ experience in similar roleA desire to deliver an amazing Client ExperienceFriendly and ApproachableAble to work independently and as part of a teamTime and priority managementSecurity and risk consciousPositive attitude to all issues and willingness to helpA love of (and ability to) Solve Problems & ChallengesNice to haveExperience using a Ticketing system / RMM Tool and PSA softwareExperience providing support via remote toolsExperience handling Technical Service TicketsExperience and knowledge of working with the Microsoft 365 PlatformExperience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.Experience with planned updates and software installsExperience of working with architectural or design software is a bonusContractFull-Time 37.5 hours a weekMonday to Friday 0830 1700 / 0930 18003-month probationLocationLondon SE1 + HybridSalary24,000 to 30,000Benefits33 days holiday inclusive of 8 normal bank holidaysOvertime at time and a half of normal basic hourly rateIf eligible, automatic enrolment into Pension Scheme