desktop support analyst, desktop support, IT support, windows 10, 2nd line support
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IT Desktop technician

  • Job reference: AQIT636
  • Location: Southsea, Hampshire
  • Job type: Temporary
  • Area of Expertise: IT
Closes in:
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Job description: I am currently recruiting for a desktop technician to work in Portsmouth.

This role is initially for 3 months and does fall inside IR35.

What is the role?

As part of the IT Service Desk team you will provide our customers with 1st and 2nd line support over the phone, via email and face to face.

Reporting to the Service Desk Manager, you will work as part of a team providing second line support to users based at various locations. You will be responsible for supporting desktop and mobile devices.

You will deliver exceptional customer service through the effective logging, investigation and resolution of IT incidents, problems and requests. This is a very busy and challenging environment.

Your priority will be to deliver an exceptional end to end service to customers.

You will:
*Manage a team queue as well as your own call queue using our helpdesk software.
*Handle calls that come into the Service Desk via telephone, email and walk-ins.
*Undertake routine installations and de-installations of items of hardware and/or software
*Conduct tests of hardware/software using supplied test procedures and diagnostic tools
*Undertake hardware repairs on PCs, laptops and printers
*Contribute to the investigation of problems and faults concerning the installation of hardware and/or software and confirm the correct working of installations
*Correct malfunctions, calling on other experienced colleagues and external resources if required
*You will escalate problems following agreed procedures
*Update the CMDB with details of all hardware/software items that have been installed and removed
*Provide assistance and resolve problems in a professional manner
*Provide advice on the use of applications
*Work to continuously improve the service
*Participate in the rota for the desktop call monitor
*Create and update documentation as required
*Supporting remote users

1) You will have skills/knowledge in the following areas:
*Customer Support
*Microsoft Operating Systems (Windows 7, Windows 8.1 and Windows 10)
*Microsoft Office (current versions)
*Hardware troubleshooting, repair and/or support
*Hardware and software installation
*Application Support
*Desktop Support - 1st & 2nd line
*Windows Administration (active directory)
*Report writing and record keeping
*Systems Administration
*Configuration Management CMDB
*Problem Management
*Knowledge of Networking principles
*Experience in using App-V 4.6 and System Centre Configuration Manager (SCCM)
*A+ Certification or equivalent knowledge
*A relevant Microsoft Certification or equivalent experience

2) You will have experience of:

*Identifying and solving complex problems
*Implementing and following best practice.
*Providing fit for purpose customer solutions to time, quality and budget
*Managing complex stakeholder relationships
*Creative use of resources to deliver outcomes
*Influencing positive outcomes by using your excellent negotiation and communication skills
*Leading by example to inspire staff and colleagues
*Producing and executing credible and feasible plans and solutions
*Delivering exceptional service in a customer facing role
*Delivering outcomes in a high pressure environment

Working Time Arrangements:

*Required to participate in a team rota to cover the period between 8:00am and 6:00pm
*May be required to undertake some work during the evening or at weekends.

If this role is of interest to you, please contact Andy at Service Care Solutions on 01772 208968 or email