Service Desk Technician

Service Desk Technician – Hertfordshire – Hybrid - £30k

Overview:

Our client, a leading construction and engineering organisation are looking to hire a Service Desk Technician to join their expanding UK team. The business is well known for delivering large-scale projects across Europe, North America, and other regions, contributing to the development of both private and public sectors. As the Service Desk Technician you will provide first-line support, troubleshoot issues, and escalate unresolved cases to higher-level technicians when necessary. The ideal candidate will be a problem solver with strong communication skills and a commitment to providing excellent customer service.

Role & Responsibilities:

• Provide timely and accurate front-line support via phone, email, chat, or in-person requests
• Investigate hardware and software issues, including operating systems, network connections, applications, and peripherals
• Identify the root causes of issues, implement fixes, and provide clear instructions to users
• Log and track all support interactions in the service desk ticketing system, ensuring issues are resolved efficiently and effectively
• Install and configure authorised software and applications as required by users
• Maintain and update technical documentation, including troubleshooting steps, known issues, and solutions
• Provide basic technical training to employees on new systems or software when needed
• Identify opportunities for process improvement and collaborate with the IT team to enhance service delivery

Essential Skills & Experience:

• Previous experience working in a service desk environment
• Confident working in a customer-facing environment
• Strong knowledge of MS Office suite up to and including Office 365
• Strong knowledge of MS Windows
• Experience using Active Directory to create and maintain users
• Commercial network experience
• Strong communication and interpersonal skills.
• Ability to explain technical concepts in non-technical terms.
• Excellent problem-solving abilities and attention to detail.

Package & Benefits:

• Salary up to £30k
• Private medical care
• Pension scheme
• Training and development opportunities
• Mental health, physical health and financial support
• 24/7 virtual GP service
• Cycle to work scheme
• Hybrid working