MAIN ACCOUNTABILITIES

• Communicate professionally with users and customers through appropriate channels, ensuring all written and verbal interactions meet our standards.
• Develop strong working relationships within the Service Desk team, IT Operations, and the broader organization.
• Handle all Incidents, Alerts, and Service requests efficiently and effectively.
• Provide assistance to other teams within the business as needed.
• Ensure support calls are logged, updated, and resolved in the helpdesk system, regardless of the method of logging (telephone, email, Teams, or Tech Bar walk-ups).
• Resolve first-line support incidents involving the network, VOIP phones, servers, workstations, printers, and mobile devices.
• Escalate complex issues to the appropriate IT Support personnel.
• Administer Active Directory Users and Computers.
• Manage user onboarding and offboarding.
• Track and manage assets.
• Collaborate with project teams to implement internal systems.
• Become familiar with the network, applications, system interfaces, and operational interdependencies.
• Provide onsite support at West Drayton and Unit 1 William Road once a month.
• Be available to work weekends/nights at the Paddington office as needed.
• Design, implement, test, and document new processes.
• Offer technical support to colleagues and users, acting as an escalation point for Service Desk issues.
• Repair or coordinate the repair of equipment with external vendors.
• Conduct floor walks to ensure meeting rooms and AV equipment are operational.
• Adapt to changes in the working environment and assist other teams and departments as required.
• Demonstrate knowledge of the ITIL framework, prioritize work and major incidents effectively, and display troubleshooting skills.

SKILLS & QUALIFICATIONS

• Strong communication and interpersonal skills
• Basic understanding of IT infrastructure and technologies
• Problem-solving and troubleshooting abilities.
• Ability to work effectively under pressure and multitask in a fast-paced environment.
• Experience with ticketing systems and remote support tools
• Customer service-oriented mindset
• 1 year of experience in 1st or 2nd line support
• Proficient in MS operating systems and Windows Server
• Experience with Active Directory
• Experience with Office 365High attention to detail with a commitment to quality and confidentiality

Our 1st Line Service Desk Engineers serve as the initial point of contact for Addison Lee. Supporting the business on a 24/7 shift pattern, they provide both 1st and 2nd line support to users. Tasks are performed in accordance with service level agreements to ensure that all support calls and help desk requests are handled appropriately and in line with defined policies and procedures.