Job Overview

Huntswood’s success relies on its IT Infrastructure and End-user facilities being available, effective and efficient. As a Firstline ServiceDesk Technician, you will be the face of the Technology Team. You, along with the team will handle the initial first point of contact for all technical incidents and requests from the business, offering a professional, courteous, speedy and effective service to ensure disruption to Huntswood’s business processes and clients are kept to a minimum.

Job Responsibilities

• Ensure that incidents and problems logged on Huntswood’s call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised.
• Ensure that identified incidents and problems are descriptively logged and kept up to date on Huntswood’s call logging system.
• Strive to meet the SLA’s defined within the Call logging system.
• Ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
• Answering telephone calls and strive to resolve a majority of tickets on first contact and to work with the Head of Customer Support to identify opportunities to further improve the number of tickets resolve on first contact.
• Managing Client project set-ups to ensure the Client infrastructure is set up on-time and is tested and working.
• Work alongside 2^nd & 3^rd Line to learn and carry out escalated tasks (where appropriate)
• Provide remote support across both Huntswood sites and to home based colleagues.
• Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
• Ensure Huntswood’s computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.
• Writing and reviewing Service Desk Team’s documentation.
• Carry out manual handling, moving desktop equipment during desk and office moves as well as project set ups.
• Work positively with the other members of the Technology team to ensure end-to-end customer satisfaction with the technology services to customers.
• Responsible for Huntswood Assets and ensuring that the CMDB is accurate and kept up to date.

• Any of the following IT qualifications; CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), ITIL foundation v3
• Previous experience/exposure in an IT Support role
• Excellent Customer facing and Customer Service skills, able to communicate to users at all levels.
• Thrive in a busy environment with changing priorities and goals.
• Good level of understanding of a Microsoft Windows Active Directory environment including GPO.
• Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office 365.
• Good level of understanding of TCP/IP and network troubleshooting.
• Current IT qualification, preferably Microsoft, or be able to demonstrate the equivalent experience and knowledge.
• Be able to demonstrate excellent problem management skills.
• Excellent time management.
• Capable of moving desktop computer equipment in an office environment.
• An out-of-the-box thinker with a passion for IT and how information technology and new technology can be used to improve Huntswood.
• Comfortable giving training to other team members

• Good level of understanding of a virtualised computing environment, preferably VMware.
• Expert level of understanding of a Microsoft Windows Active Directory environment.
• Expert level of understanding of the latest Microsoft Exchange technologies.
• Experience of working in an ISO27001:2013 environment.
• Good understanding of scripting language such as PowerShell and Python.
• Experience of modern IP telephony systems, preferably AVAYA or Lync/Teams.
• Good project management skills
• Full and clean driving license.

To work with, Huntswood’s employees are described as dependable, driven and collaborative.  The job holder should be able to demonstrate they are;

• Confidential, reliable and genuine
• Dynamic, passionate and determined
• Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."