JOB000105 INTERNAL IT SERVICE DESK ENGINEER

To apply please send your cv and covering letter to careers@sabio.co.uk quoting Job Ref: JOB000105

Role Purpose

To deliver an exceptional 1st/2ndline service desk function within Sabio and to ensure the satisfaction of the end user IT experience.

Accountabilities

• Record, prioritise and manage all calls to the internal IT service desk.
• Maintain and develop the internal IT incident management process ensuring best practice is followed
• Provide a proactive service desk experience identifying root cause issues, resolving end user issues, maintenance/analysis/build and fix user laptops
• Building and maintaining relationships between the business and IT
• Daily/weekly/monthly processes

Skills, Experience and Knowledge

• Excellent communication skills, in particular phone skills
• Self-motivated with an energetic approach and a can-do attitude
• Attention to detail and organised is essential
• Thorough understanding of PC/ Laptops hardware architecture including, building, installing and maintaining software, memory, disks, drivers etc.
• Troubleshooting and diagnosing hardware problems. Experience of Dell, HP and Lenovo hardware an advantage
• Solid knowledge of Windows XP/7.0 – Troubleshooting, installations and configuration including networking and print management
• MS Office and MS Outlook – Installing and configuration, troubleshooting, templates, troubleshooting emails issues, archiving, PST repair etc
• Basic understanding of virtual machines in particular VMWare
• Understanding of TCP/IP, addressing and troubleshooting
• Administration of antivirus software, specifically McAfee, installing and troubleshooting
• Familiar with disk imaging software such as Ghost.
• Basic administrator knowledge of Microsoft Server
• Knowledge of Microsoft’s System Centre configuration manager
• Familiar with network patching
• Interested in technology developments
• Knowledge or experience of IP telephony and in particular Avaya’s OneX console and advantage
• Microsoft Certified Desktop Support Technician (MCDST) certification (or equivalent) would be advantageous
• GSCE grade C Maths & English (or equivalent) is required

Competencies

• Client Response: interprets client needs, assessing the full requirements ; identifies solutions to non-standard situations, investigating all the facts
• Business Understanding: is aware of internal/external business issues and best practice in own discipline ; applies to own role
• Costs & profitability: takes action to monitor and control costs within own work horizons
• Problem solving: identifies key issues and patterns from partial/conflicting data ; takes a broad perspective to problems and spots new, less obvious solutions
• Planning & Organising: Manages own time, and the time of the team to meet agreed targets ; develops plans for specific work activities in own area over the short term, including forecasting resource requirements
• Communicating, Negotiating & Influencing: adapts information/style to the audience, explains difficult issues clearly, establishes consensus, attains agreement. Empathises with customer. Communicates with confidence and calmly in high-pressure environments.
• Teamwork, Coaching & Guiding: promotes teamwork ; coaches and guides others
• Networking: creates informal networks with key contacts within own area
• Attention to Detail: double-checks own work to ensure accuracy
• Creativity: thinks outside the box and makes creative, non-standard suggestions, tailored to the situation

To apply please send your cv and covering letter to careers@sabio.co.uk quoting Job Ref: JOB000105