A pivotal role in the IT Organisation, providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query, fulfilling a service request or anything that is needed to allow users to return to work satisfactorily. This role requires exceptional customer focus, communication skills and a service mindset.

Key Responsibilities and Tasks:

• Assist and support end-users who require assistance with IT related hardware and software.
• Identify and diagnose issues and problems.
• Action service requests.
• Advise users on action to take.
• Categorise and record reported queries.
• Escalate unresolved problems.
• Effectively question users to establish symptoms.
• Follow guidelines and apply basic product knowledge to resolve user requests.
• Escalate unresolved incidents.
• Identify and classify incident types and service interruptions to build the knowledge system.
• Record incidents cataloguing them with symptoms and resolutions.
• Accurately and carefully follows established procedures.
• Checks work to ensure it is complete and free from errors.
• Acts promptly to correct quality defects.

Qualifications/Experience:

• ITIL Service Capability – Operational Support and Analysis
• ITIL Continual Service Improvement or ITIL Practitioner
• Configuring Windows Devices (70-697)
• Comp TIA A+
• Comp TIA Network+
• Security+
• Windows Server Operations and administration
• Active Directory administration

Remuneration:

• Discount on our lease scheme for FCA Vehicles.
• Private Medical Cover - Single Cover, Family cover at an additional cost
• Health Shield Cash Plan.
• 26 days annual leave + statutory bank holidays.
• Holiday Bonus - £500 paid annually (pro-rata, dependent on length of service)
• Service Days - One service day for each 5 years of service up to a maximum of 5 service days
• Company pension scheme - Initial 3% company contributions rising (after two years' service) to double-matched company contributions of up to 12%.
• A wide range of discounts with associated partners.

Millbank are an equal opportunities employer and welcome applications from all suitably qualified persons.

Millbank operates as an Employment Agency and Business