Service Desk Engineer

Service Desk Engineer - Central Birmingham

3 month contract

200 - 250 p/d (please note; this role is inside IR35)

Working with a well-known and public-facing organisation of circa 2000 IT end-users and multiple sites across the country, you'll be part of a small team supporting users and resolving technical issues spanning all end-user-computing, infrastructure, business systems, telephony etc across multiple sites.

You will be working within a small and friendly IT team of very capable individuals dealing with tickets logged from internal users and resolving or escalating when required. You'll be given the opportunity to rapidly progress your career and gain exposure to 2nd line responsibilities within a well established and thriving organisation.

Core responsibilities:

Provide first point of contact technical IT support - both remotely and physically

Support projects as required, such as a current laptop build and deployment project

Ensuring that issues are being resolved in accordance to SLA's and service excellence is upheld whilst ensuring all calls are accurately logged within the IT Service Management (ITSM) tool.

Respond to service requests including resetting passwords, unlocking user accounts, managing access permissions from the O365 admin portal and installing software

Maintain Active Directory including management of end-user accounts

Perform basic security administration tasks

Collaborate with 3rd parties when required, ensuring all problems are dealt with swiftly

Skills required:

Previous experience working in a support role

Experience supporting Microsoft Windows Server based Infrastructure

Experience with Windows 10, Office 365, Active Directory

Any basic networking knowledge (DHCP, DNS, TCP/IP) will be highly beneficial.

Setup and administration of endpoints (laptops, desktops, mobile phones, tablets)

Experience working in an ITIL environment (knowledge of Incident Management, Change Management etc), any ITIL certifications will be highly favoured

Possess excellent communication skills with the ability to explain technical concepts to non-technical users

Possess a positive can-do attitude and be able to communicate with users of all different technical levels