Helpdesk engineer

TYPE: Permanent, Full Time WORKING DAYS: Mon-Fri 9am – 5pm LOCATION: Central London SALARY: Up to £32,500 HELPDESK ENGINEER RESPONSIBILITIES: To support IT team leader in day-to-day operational issues of the Networks IT Department across UK and Europe To act as a 1st line IT support for internal customers by resolving or escalating 1st line technical issues when necessary; work in cooperation with Service Desk to oversee ticketing system and coordinate ticket allocation / escalation in order to meet set KPIs To liaise with Service Desk, monitoring the ticket system to swiftly and effectively address/allocate/escalate IT issues reported via ticketing system to meet both, customer requirements and departmental KPIs on ticket First line support for active directory including password reset, unlocking accounts and any other delegated rights To open, process and close tickets where possibly and required and to ensure appropriate communication with the stakeholders on arising issues To act as a contact point for internal customers, maintain efficient communication with users and the team to ensure highest level of customer service and departmental support To be responsible for on-boarding the new users and processing leavers according to company’s procedures and best practice of customer care Responsible for monitoring outstanding tickets and chasing up team members for status updates and closure To provide necessary support, training and advice to the customers as required Accountable for Network monitoring and raising support issues Responsible for supporting change management: daily back-ups, and back-up checks, Anti Virus checks and capacity management monitoring Providing support on maintenance of AD, Exchange and related emailing systems To assist in installing, supporting and maintaining IT services and solutions to customers To undertake any other additional tasks that may reasonably be assigned from time to time within the company Liaising with the suppliers, e.g. regarding maintenance contracts Responsible for maintaining stock levels and ordering equipment as required Responsible for servicing office equipment as required, e.g. printers (replacing tonners, troubleshooting, etc.) To support regular systems maintenance as and when required Providing support to the secondary office site according to the team rota Ad hoc requests from your line manager HELPDESK ENGINEER IDEAL CANDIDATE: Proven previous experience of working in 1st line IT Support Engineer role and acting as the first point of contact Excellent knowledge of various Microsoft Office products Good understanding of user requirements Knowledge of helpdesk systems Previous experience of work with exchange/email systems Practical knowledge of Network monitoring and daily backup process Experience in working towards KPIs Good knowledge of user hardware (PC, laptops, etc.) and practical skills to provide assistance with their maintenance to the users Ability to carry out processes and checks on a routine basis