Job Description

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PRINCIPAL ACCOUNTABILITIES:
This role revolves around answering, logging and managing calls related to IT software, hardware and systems; setting their priorities and owning them to resolution.

• Answering and logging all incidents/requests whether received via phone, email or face to face.
• Resolving 95% of incidents/requests coming into the Service Desk owning from inception to completion.
• Create and administer user and email accounts for the companies Active Directory and Office365 systems.
• Installation, configuration and support of Microsoft Operating systems, Microsoft Office applications and business software
• An involvement in project work such as upgrades and rollouts
• Adopt security best practice - Antivirus, Backup/Restore
• Hardware build and repair including peripherals
• Maintain and administer mobile phones and their operating systems
• Support of video conferencing equipment
• Develop and expand Service Desk knowledge base
• Provide holiday cover for other members of staff including some in other parts of the UK - staying away will be necessary
• Project a positive image of IT and maintain/develop good working relationships with both internal and external customers to improve service delivery.

PERSON PROFILE:
QUALIFICATIONS, SKILLS AND EXPERIENCE

• An aptitude for learning and a passion for technology
• Hardware repair skills preferable
• Knowledge of mobile phones and their operating systems specifically iOS and Android
• Exceptional customer service skills
• Excellent written as well as oral communication skills.
• Creative and pioneering - ability to apply original thought to problem solving
• Essential to have current "clean" driving licence

QUALITIES AND ATTRIBUTES

• A passion for Information Technology and a desire to learn, undertaking technical qualifications as appropriate.
• Must be a good communicator of strong character
• Can manage and organise own workload with minimal supervision
• Committed to delivering a quality customer service, best practice and best value
• Diligent in maintaining reports, responses and documentation in general
• Ability to assimilate Information Technology knowledge/new concepts quickly
• Urgent and responsive - to Department and business needs
• Results orientated - enthusiastic, energetic and committed
• Willing and able to travel and spend time away at the other UK based Companies
• Willing and prepared to work unsociable hours where necessary to meet deadlines

Hybrid working on offer on a rota basis with the wider IT team - approximately 3 days in office per week dependent on needs of the business.
Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.com/gb/en/privacy-notice.

Skills Required