Desktop Support Administrator (Internal Opportunity Only)

Our Head Office is based in Maidenhead, but we also have sites in Bedford, Welwyn Garden City, and Colnbrook.

Due to our continuing growth, we are on the lookout for a Desktop Support Administrator to join our Help Desk team. The Helpdesk team are responsible for the support and maintenance of both software/hardware and all peripherals at our head office and across a number of remote sites.

Your main responsibilities will be dealing with day to day queries via phone and email as well as face to face, supporting all Microsoft technologies; you will be able to accurately log technical issues, providing first line support to internal users.

• Accurately record technical issues from end users and provide first line support and 2nd line support, escalating to Network Administrator or Senior IT members where appropriate.
• Liaising with the Desktop Support Team Leader to provide administrative support where necessary.
• Supporting our users with various Office 365 technologies.
• Creation of internal Helpdesk Knowledge base article.
• Install and configure IT equipment and various technologies.
• Resolve first line and 2nd line incidents and upgrade different types of software and hardware
• Provide support for all MS products such as Word, Excel, Outlook, Powerpoint.
• Accurately record, update and document requests using Fresh Service.
• Offer remote support to satellite offices in Manchester, Nottingham, Colnbrook and Welwyn.
• Resolve incidents with printers, copiers, scanners and mobile devices including IOS, Windows and Android phones.
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently.
• Ensuring Helpdesk tickets are accurately logged and users are updated on the status of their helpdesk requests.
• Ensure the Helpdesk best practice is implemented at all times.

• Educated to GCSE level including English and Maths or equivalent
• Ability to prioritise, multi-task and adapt to changes quickly
• Confident personality with awareness of providing good customer service
• Be able to problem solve varied client queries, providing users with problem solving advice and guidance on common desktop applications
• Excellent communication skills and telephone manner, being able to explain technical issues to non-technical staff
• Knowledge of Microsoft Windows and Mac OS operating system
• Keyboard skills to ensure quick and accurate data entry
• Has a proactive, 'can-do’, problem-solving attitude
• Collaborative team player
• Able to work in our Maidenhead office five days a week with some flexibility to work from home on occasion

• Salary up to £26K per annum
• 23 days annual leave plus bank holidays, rising by one each completed year (capped at 30)
• Flex buy/ sell holiday scheme
• Life assurance
• Free private medical and dental after two years' service
• Retail / services discounts scheme
• Employee Assist Programme
• Season ticket loan
• Head office location has multiple perks including on site gym, free breakfasts, free onsite parking and onsite cafe