An exciting opportunity has arisen to join this fast paced and dynamic Helpdesk team. The role of Helpdesk Technician aims to resolve printing, network and services issues remotely. Additionally you will be involved in the triage of Laptop & PC break fix hardware support, delivering an efficient and effective customer service to clients, focused on exceeding expectations.

Key Responsibilities

 Using remote access software to assist clients in resolving technical related queries (print, scan, fax, driver, and network related issues including software reloads), in addition to providing remote break fix triage of laptop & desktop PC's.

 Problem diagnosis & fault resolution.

 Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.

 Investigate connection issues and concerns on internal systems for both Printing, and PC issues directly with clients.

 Ensure client satisfaction

 Escalate service requests that cannot be scheduled within agreed service levels.

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Person Specification

Core Competencies

 Understanding of basic network terminology, e.g, network routing, IP addressing, basic DNS

 Understanding basic hardware fault finding for laptop and desktop issues

 Understanding of key protocols e.g. SMTP,SNMP,DNS,IPV4, Bonjour, SMB

 Broad experience of managed print services and hardware

 PC and MAC experience

 Experience of a client focused helpdesk environment

 Experience in utilising remote management tools to diagnose, investigate and resolve faults/consumable consumption/diagnose predictive parts (preferred but not essential)

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