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Job title
ICT Support Officer
Work location
Islington, London (Hybrid)
£27, 500 per annum
Hours per week
Shift pattern
Monday to Friday
Closing date
7 August 2022 - closed

Job overview

Recruitment closed

An exciting opportunity has arisen for a highly motivated and technophile ICT Support Officer to join our growing IT team. Working alongside an IT Manager and IT Assistant, the IT Support Officer will provide first and second line service desk technical support across the organisation, dealing with a range of user equipment, software and telecommunications systems via phone, email and on-site at our services.

Supporting the drive for continuous improvements within information technology, you will deliver high quality advice and guidance to internal IT users, external suppliers and overall IT infrastructure (including Microsoft Office 365, Azure AD), by using your initiative and knowledge to help troubleshoot/fix IT issues, triaging and resolving requests quickly and to a consistently high standard. You will also assist with hardware and software problems and support the use of computing resources in the organisation.

The successful candidate will have a working knowledge of IT, strong customer service skills, excellent diagnostic and problem solving skills and are keen to develop their career in IT.

Key Responsibilities:

  • Provide technical support, answering support queries and help staff resolve hardware, software, and connectivity problems.
  • Manage the set up of new computers and re-purpose used ones.
  • Ensure that authorised software is installed on devices.
  • Manage the service desk application for recording software and hardware issues and incidents reported and resolved
  • Generate reports of helpdesk tickets raised and resolved and tasks undertaken
  • Providing support activities to resolve faults and requests within the agreed SLA's
  • Working with internal and external partners such as Six Degrees and suppliers to achieve the desired outcomes for the Group
  • Support employees on the use of computer system and applications
  • Create and maintain documentation of incidents, processes, procedures, and troubleshooting guides

Experience Required:

  • Experience of managing Microsoft Windows client operating systems – Windows 10
  • Experience of administering Microsoft Windows AD, AAD and Endpoint Manager
  • Working knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services
  • Experience with modems, switches, routers, ethernet cabling
  • Experience of issues and incident management in Support/Service Delivery environment
  • Experience of working in first- and second-line roles within agreed SLAs
  • Excellent problem-solving skills with a methodical and logical approach to support
  • Ability to build strong and effective relationships with key internal and external stakeholders
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