1st Line Support Helpdesk

REF: BBBH34357_1658394558

21/07/2022
  • Position: Permanent
  • Salary: £20000 to £30000
  • Location: NI - Greater Belfast

A first line support engineer is needed by MCS Group to join a team at a company that is essential to the world economy. It's a fantastic chance for anyone with a stellar placement or 1-2 years of service desk experience, and it will expose you to a variety of cutting-edge technologies that can advance your career. You will be helping end users across several business areas.

The Role:

* The main duty of the Service Desk Analyst is to make sure that all IT, Network, and Telephony problems and service requests are accurately and succinctly recorded and managed.
* Where appropriate, offer the right kind of technical assistance to resolve IT-related incidents and service requests right away.
* Log and update all IT Service Desk Incidents and Requests in the Service Now IT Service Management platform with the assistance of a team of Service Desk Analysts.
* Ensure that the SLA's established response and resolution time requirements are met.
* Learn about new products and services as needed, and record, retain, use, and communicate relevant product and service knowledge.
* Be familiar with and comprehend the Service Desk's processes and procedures as well as the SLA's content.

What Experience do you need?


* A general understanding of voice and communications infrastructure, networking, servers, and desktops.
* Windows 7 and 10 software
* Active Directory, Microsoft Exchange, and Office 365 Administration
* BES / Microsoft Intune
* Proficient working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
* Expertise in widely used hardware and software.
* Certifications relevant to the sector may include Microsoft MCP, MCSA, or specific Microsoft

Essential Criteria:

* University degree or Diploma in the field of Computer Science and /or minimum of 1 years of experience in a Service Desk / Help Desk role.
* Good experience of using best practice IT Service Management tools to log and manage user calls and provide first time resolution where practical. Experience of Service Now is preferred.
* Professional Qualifications: ITIL v3 foundation, Service Desk Institute SDA or equivalent ITSM qualification.