1st/2nd Line Support
Peter Vardy
Glasgow, United Kingdom
6h ago

1st / 2nd Line Support

Eurcocentral, Motherwell

£Competitive & Benefits

Monday to Friday 8.30am to 5.30pm

At Peter Vardy, IT is a key component of the engine room of the company, providing a full range of applications, telecoms, infrastructure and support services to our colleagues.

Based at our brand new state of the art Head Office, we have an opportunity for a 1st / 2nd Line Support to act as a single point of contact for our colleagues.

You will provide technical support & guidance, administration and end to end ownership of our ITIL aligned IT Service Desk procedures.

Key Skills

Our ideal candidate will have proven skills in the following areas :

  • Excellent communication and customer service skills
  • Previous experience in a fast-paced IT Helpdesk / Service Desk environment
  • Excellent telephone manner
  • First class administration and organisational skills
  • Thorough understanding of PC hardware, installation and configuration
  • Windows 7 & Windows 10 - Installation, configuration & troubleshooting
  • Microsoft Office (2013, 2016, 365) Installation, configuration & troubleshooting
  • Windows Server (2008 / 2012) basic administration
  • Active Directory & Exchange basic administration and user account management
  • Mobile Device technology tablets, smartphones
  • Familiarity with basic networking terminology and concepts
  • Basic understanding of VoIP telephony
  • ITIL Foundation and Microsoft certification preferred but not essential
  • Key Responsibilities

    Although you'll b involved as an important colleague in many diverse IT projects, your key role entails :

    Managing all IT Helpdesk Incidents, Service Requests and Changes, ensuring issues are logged, prioritised (based on service impact), categorised and resolved or escalated in an effective and efficient manner

    Provide technical support to all colleagues, resolving issues at first point of contact where possible

    Liaise with 2nd / 3rd line support teams and 3rd party support providers to ensure incidents are resolved within SLA

    Produce regular IT Helpdesk reports

    Trend and root cause analysis of IT issues, identifying underlying problems and working with colleagues and 3rd parties to implement solutions

    PC / Laptop operating system builds, software installation and diagnosis / troubleshooting

    Basic Windows & Exchange server administration user account creation, permissions, print management, mailbox creation and management

    Manage IT purchasing and requisitions

    Software License Administration

    Management & administration of IT Hardware & Software asset registers

    Management & administration of Mobile phone estate

    Managing server backups and system health checks / reporting

    Telephone system support

    What’s in it for you :

    Industry leading compensation package

    Great career development opportunities

  • Discounts on new and used cars
  • Contributory pension scheme
  • 32 days holiday
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