Helpdesk Technician

at  ALPHA SCAN COMPUTERS LIMITED

We are managed IT support company based in Chandlers Ford, Hampshire providing IT Support, Cyber Security and VoIP services to businesses across the South Coast.
We have a new position for an experienced, enthusiastic and motivated Helpdesk Technician that is capable of attending to regular support calls and installations as and when required.
The successful candidate will have a proven track record of supporting IT networks on various scales and have experience network support having ideally worked in a similar role for 2 or more years previously.
A thorough knowledge of Microsoft Windows desktop applications and MS 365 applications together with networking skills will be preferred if possible.
You will need to possess excellent telephone and customer service skills, in return we offer a competitive salary and company vehicle when attending site and a chance to work in a diverse, enjoyable and challenging business environment.
The appointed candidate will have a full UK driving license as travelling to client site within the Hampshire, Dorset and Surrey counties may be a requirement.
Your career prospects are very good, with the opportunity to progress rapidly through a hand on approach and continue the development of your technical skills through our internal training matrix that offers you the platform to gain industry recognised certifications.

PRIMARY ROLE:

The helpdesk technician is responsible for assisting the IT Service Manager in providing a top-tier support service to the networked and roaming employees of businesses supported by the company. Acting primarily in a 1st Line support capacity, resolving issues in person, over the phone or via remote connectivity.

KEY RESPONSIBILITIES:

• Reacting to alerts from monitoring systems within agreed SLAs.
• Providing users with regular communication on the progress of investigations and planned solutions by phone.
• Providing 1st Line Technical support, responding to support queries across all customer sites.
• Maintaining a high level of customer service when responding to support issues.
• Escalation of more complex calls to the relevant support team member (Level 2 Engineer) – as documented in the Escalation Management workflow.
• Installation, configuration and deployment of new and existing hardware and software in line with defined procedures.
• Bringing forward key issues/changes/topics to monthly team meetings.
• Create and maintain quality documentation on standard problem resolutions, fixes and updating of the technical knowledgebase, by following the IT Glue documentation guide.
• Expected to pick-up the phone within 5 rings.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Responsible for adding time and accurate and detailed notes into PSA as they occur.
• Understand and working to the requirements of all processes and workflows within the business by reading/completing assigned documentation and training materials. Underpinned with monthly training sessions about new services/topics/training.
• Completing assigned computer/laptop builds/configurations, when requested. – if assigned as a separate role (separate KPIs reported)
• Complete Change requests for any specific changes required to be made.
  Please note: Full on the job training will be provided to the successful candidate with additional

company benefits after a three-month probation period. These include:

• Additional annual leave day for your birthday
• Incentives & team events
• Fully subsidised local gym membership
• Company pension
• On-site parking

Job Types: Full-time, Permanent