1st Line IT Service Desk Engineer

at  Outcomes First Group

CONTRACT: FIXED TERM - 6 MONTHS

We are looking for a 1st line IT Service Desk Engineer to join our IT team.
As our 1st line IT Service Desk Engineer, you will be the first point of contact for all OFG employees who require IT support, and log interactions through the service desk ticketing system.
You will be responsible for troubleshooting and resolving 1st line issues including incidents, problems, and service requests, and provide clear and consistent communication to the end user.
This is a busy role, that will allow you to grow your IT skills in a complex organisation. You’ll need excellent customer service skills, a sense of urgency, and a problem-solving attitude.

TECHNICAL SKILLS:

• Microsoft 365 experience (preferred)
• Active Directory/Azure (preferred)
• Knowledge of MDM (preferred)
• VOIP/Telephony solutions (preferred)
• Microsoft Windows 10 (preferred)

EXPERIENCE AND SKILLS:

• Strong customer service skills
• Service desk experience working tickets (preferred)
• Good knowledge of Microsoft products from Windows 10, MS Office, etc. (preferred)
• Good knowledge of working within an ITIL framework (preferred)
• Good understanding of IT infrastructure (preferred)
• Good working knowledge of current software packages and operating system (preferred)
• Basic knowledge of IT hardware (preferred)
• Strong customer service skills
• Excellent communication, organisational and interpersonal skills
• Ability/willingness to learn, prioritise workload and meet tight deadlines and can take ownership of tasks with good attention to detail
• Ability to work on own initiative, tackle tasks proactively, address and resolve problems and able to follow a methodical approach to service issues
• Ability to diagnose faults in the hardware/software/operating systems used
• Contributes to, supports and works within the team
• Ability to work well with challenging customers and under pressure
• Has a professional and friendly demeanour, positive and flexible attitude