IT Helpdesk

High Wycombe, Buckinghamshire
Angela Winters T/A AW Talent Consultants

THIS ROLE IS MAINLY WORKING FROM HOME BUT REQUIRES TRAINING TO BE DONE FROM THE HIGH WYCOMBE, BUCKS OFFICE

You will play a key role in providing IT Support across this dynamic business. An enthusiastic team player, who can work towards ensuring our customers, internal and external have the best experience possible using our products and services. Working closely with several teams you will be finding solutions to incoming requests, suggesting improvements, and performing general tasks.

The role is based in our High Wycombe head office; however, we champion remote and hybrid working.

Key Responsibilities

• Manage, investigate, own, and resolve requests and incidents.
• Act as a point of escalation for IT Support requests and incidents.
• Supporting, administering, learning, testing, and troubleshooting platforms and applications in use by the business including but not limited to; Exam booking system, Candidate Portal, Online exams, Invigilator Portal, Zoom, Finance package, Active Directory, Office 365, File Storage, 1Password, NinjaRMM, Tenable.io, Wiz, Lansweeper.
• Desktop, Laptop, Server, and Mac support.
• Collaborate in troubleshooting issues and provide workarounds and solutions in a timely manner.
• Work closely with our Technical Helpdesk and other suppliers to troubleshoot and improve operations and processes.
• Work closely with our Testers and Developers to diagnose and fix issues.
• Produce documentation and step by step guides to build and maintain our knowledge base and to facilitate knowledge transfer across departments.
• Raise improvements requests with the business and log them for our Change Advisory Board.
• Participate in technical conversations sharing your knowledge with the team.
• To assist with internal/external communications on incident progress with a clear understanding of risk and impact.
• Administering our websites, applications, Active Directory and Office 365 users, groups, permissions, and compliance.
• Assist our Customer Interaction team with complaints relating to our products and services.
• Out of hours work may be required occasionally.
• Contribute to the enhancement of the organisation’s cyber security posture by collaborating with the team to strategise and plan for pen testing. Additionally, play a key role in preparing the company’s desktop and server estate to meet Cyber Essentials and Cyber Essentials Plus standards.

General

• To work in accordance with corporate standards and documentation including GDPR and ISO27001.
• Support the Head of IT as required.
• Administrative and other IT Operations support to assist with the efficient running of the department as and when required.

Requirements

• Experience with incident management.
• Able to demonstrate analytical problem-solving skills.
• Effective communication skills, and proven ability to explain technical concepts to non-technical customers.
• Excellent time management and ability to prioritise workload.
• Able to build great relationships with the team, other teams, and suppliers.
• Ability to work independently using own initiative as well as being a team player.
• Good working knowledge of MS Office, PowerShell, and other similar tools.