1st/2nd Line Desktop Support

  • Job Reference: HQ00015932
  • Date Posted: 9 April 2019
  • Recruiter: E-Resourcing
  • Location: West Sussex
  • Salary: £20,000 to £25,000
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Role: 1st & 2nd Line Desktop Support - Permanent

  • Salary: £20k-£25k
  • Location: West Sussex


  • IT Helpdesk first point of contact for tickets and calls. Respond to, measure, monitor and resolve queries in a timely manner, update case notes and users, escalate when needed.
  • Walk the floor 3 times a week to log unreported problems/queries and build rapport.
  • Setting up and configuring equipment projectors, laptops, wireless headsets, desk phones, desktops, printers, dual monitors, company mobile phones.
  • Maintenance and support of all workstations, internet computers and workhorses.
  • Maintaining IT docs floor plans, phone lists, phone groups, equipment register, PAT register, software and hardware audits, standard desktop build, approved software list, license file, etc.
  • Rolling out best available equipment mice, keyboards, workstations, monitors.
  • Installing software, applications, patches, drivers, windows updates, firmware updates.
  • Plan and co-ordinate desk moves & related equipment (patching phone and data cables).
  • Installing and inspecting network, phone, and power cables, using cable tidies to avoid mess.
  • Creating, updating and disabling user accounts and permissions on all systems.
  • Configuring windows profiles and providing guidance to new users regarding intranet, U:\ drive, mapped company drives, email, archive, public folders, webmail, applications and shortcuts, logging on/off, outbound calling, printers.
  • Printer maintenance replacing toner, paper jams, adding printers, keeping stock of toner.
  • Diagnosing PC hardware faults and replacing/repairing internal components.
  • Troubleshooting Operating system, application/software bugs and problems.
  • Documenting processes, procedures, common fixes, workarounds and 'how to' guides ensuring staff are aware of and familiar with the functionality of new software and hardware.
  • Update and maintain intranet documents and links.
  • Ghosting images to new workstations and keeping images up to date with any new changes.
  • Maintaining a stock of workstations for swap outs and new starters, wiping and rebuilding with a clean/updated images or software when necessary.
  • Cleaning viruses and malware from workstations, advising users on spam emails.
  • Master company software and systems to provide support with common tasks like bulk email, mail merges, bulk tasks and charges, call reports, excel vlookups, call recording searches, etc.
  • Performing bulk updates / changes to bespoke CRM systems for the Customer Service teams
  • Phone System updating the call groups, wallboards, changes to IVR and welcome messages, assigning DDI's, Ext's and MCG's in eManager, ACD group and user changes on Oaisys.
  • The opportunity to represent the IT Team in the 'Company Values' initiative, collating and contributing ideas to help shape, promote and reflect the values & vision of a growing company.
  • Assisting the IT Team with ad hoc tasks

Must Have Skills & knowledge

  • Understanding of ITIL framework
  • Can demonstrate the difference between incidents/problems/changes and service requests
  • Lives customer service by putting the customer first
  • Excellent time management
  • Understands priority setting in relation to customer service
  • Excellent people skills