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Job Details


IT Helpdesk Technician (Permanent)

Location: Newcastle upon Tyne Country: UK Rate: £18k - £25k per annum

The Opportunity

We are looking for a confident Service Desk Technician for our client based in central Newcastle. They are looking for an individual with strong interpersonal communication skills and a 'can do' attitude to join their service desk team and act as the first point of contact for IT users across the business.

The Role

You'll be responsible for investigating, diagnosing, and resolving user's issues via phone, e-mail (1st line support) or in person (2nd line support) for both the local and overseas teams. The role will require you to explain solutions to the information systems users with clarity and a high level of confidence.

Responsibilities in this role include:

  • Managing inbound requests and incidents
  • Categorising and prioritising tickets
  • Providing clear troubleshooting and assisting the resolution of hardware and software problems for both local and remote users
  • Performing security administration tasks

Who You'll Be

  • Excellent communicator with past 1st/2nd line support experience or experience in a customer facing role
  • You'll be a strong verbal and written communicator with excellent clarity and confidence to deliver explanations over the phone, via email, or face-to-face
  • You'll work effectively with the IT technician team, being well organised, and maintaining good team, time, and resource management skills
  • Knowledge of Citrix and Linux systems
  • Microsoft certified desktop support technician
  • CompTIA A+
  • ITIL v3 Foundation
  • Confident with all aspects of Microsoft software including:
    • Windows 7, 8, and 10 operating systems
    • Microsoft Office (Word, Excel, Access, Outlook)
    • Microsoft Server
    • Office 365 and Exchange Online
  • Experience/knowledge of the following:
    • PC setup and deployment
    • Antivirus
    • General network and routing

This is an exciting opportunity to develop your 2nd line support skills which offers fantastic benefits and long-term career progression.

Posted Date: 17 Oct 2019 Reference: JS-365708/001 Employment Agency: Harvey Nash Plc Contact: Victoria Lawrence