Help Desk Specialist

You will be the first point of contact for all Desktop and Infrastructure related incidents. You will be a highly proactive and reliable person capable of working independently within tight timescales completing or escalating incidents to senior members of the team. Excellent communication skills are a must for this role.

In this role you will:

• Provide 1st & 2nd line technical support covering all areas of IT (Software / Hardware) deployed to the desktop;
• Provide excellent customer service.
• Create new user accounts.
• Install, upgrade and support Apple OSX, Windows OS and any other authorized applications.
• Manage desk moves and changes.
• Create, manage and maintain Desktop build images.
• Produce “how to” guides on systems usage to aid customers and other technical support staff.
• Proactively monitor IT systems and preventative measures taken to reduce system downtime.
• Adhere to all IT security policies and assistance in enforcing and monitoring of IT security policies.
• Ensure PC asset management processes are followed.

The successful candidate will have:

• Some 1st and 2nd line support experience
• Good experience with Microsoft technologies across the board (e.g., Windows 10, Office 365).
• Experience with Apple hardware and software.
• Understanding of basic networking protocols and principles for troubleshooting.
• Desktop Imaging and standard build creation.
• IOS & Android setup, configuration, and support.
• Pro-actively work on tickets/incidents in the departments queue.
• Previous experience with Windows, Apple OS, Microsoft Office and Adobe products
• Server Exposure, AD, VMware, File/Print servers.