Service Desk Technician

Job: Service Desk Technician

Location: Doncaster Lakeside or Home with Occasional Office Visiting

Salary: £20,500 - £23,500 + 17% Shift allowance

Please note that we cannot offer VISA sponsorship.

The Job

We are looking to recruit a Service Desk Technician to join our 1^st line team. The successful candidate will report to the Service Desk Team Leader and joins the company at an exciting time as we start to offer IT services to the external market.

The objective of this role is to provide Service Desk support to customers of DB Systel UK and for DB Systel UK hosted IT systems. The technician will take responsibility for incident management and request fulfillment on the Service Desk.

Take ownership of all incidents and requests ensuring their resolution and fulfillment in line with the Service Desk objectives

To accept and log all calls received via phone, email, alerts or in person and to process them accurately according to ITIL principles, resolving them at log where possible

To adhere to all DB Systel UK policies and procedures and those of the customers where appropriate.

The technician will work to agreed SLAs, OLAs and business priorities and may be asked to participate a 24 x 7 x 365 rotational shift pattern which attracts a 17% additional pay allowance. Based on an averaged of a 37.5 hour working week.

The Successful Candidate

We are not requiring formal academic or professional qualifications; however, we are looking for the following:

• Interest in IT technologies and processes (Citrix, Windows Server, Active Directory, MS Office 365, Amazon Web Services, Solarwinds) and a willingness to learn such technologies as it impacts the role.
• Experience working to SLAs/OLAs or similar in a relevant organisation.
• 1 years’ experience of customer service/service desk service in a relevant organisation.
• 1 years’ experience of working in a technical IT role.

Specific Additional/Personal Requirements

• Excellent customer service skills with good written and verbal communication
• To be self-motivated with a willingness to take responsibility and exercise initiative when required
• To work well as part of a team
• To be able to communicate effectively with customers and colleagues
• The ability to multi-task, prioritise workloads effectively and deal with a variety of tasks
• Demonstrate the following key personal skills: decision making, interpersonal communication and time management.