THE OPPORTUNITY


Nigel Wright is pleased to collaborate once again with our client in the Financial Services Sector. As one of the largest providers to mortgage intermediaries, they also manage a network of franchised estate agencies across the UK. With their continued growth, they now seek additional support staff in the IT Service Desk Team

Salary  :  £24,000 (opportunity for overtime)
Location  :  Newcastle Upon Tyne
Hybrid working  :  Yes split 50% in the office and 50% from home.
Working Hours  :  Monday – Friday 08:00 – 17:30 (split over shifts). Occasional out of hours.
Holidays  :  25 days plus bank holidays

DAY TO DAY


As a 1st Line Support Technician, you will be the primary point of contact for approximately 3,500 in-house staff. Working within a small team, you will provide support primarily via phone and email, helping to troubleshoot basic IT issues and escalating more complex problems as needed. Your role requires a strong customer focus and problem-solving abilities, ensuring you can effectively answer, log, and support queries as they arise including but not limited to: * Password Resets: Assisting users who have forgotten their passwords or are locked out of their accounts.
* Email Configuration: Helping users set up or troubleshoot issues with their email accounts, including configuration on different devices.
* Printer Problems: Resolving issues related to printer connectivity, paper jams, or driver installations.
* Software Installation: Providing guidance and support for the installation or reinstallation of standard software applications.
* Network Connectivity: Troubleshooting basic network issues, such as Wi-Fi connectivity problems or slow internet speeds.

YOUR SKILLS & EXPERIENCE


You will be able to demonstrate examples of :

Technical Skills: * Experience with Active Directory and Windows 10: Proficiency in managing user setups, amendments, and departures.
* Familiarity with MS Office Products: Ability to assist with common issues and user errors.
* Basic Understanding of Networks and Telephony: While not required, knowledge in this area is advantageous.
Soft Skills: * Excellent Customer Service Skills: Ability to effectively communicate and support users.
* Strong Teamwork Ethic: Collaboration with team members and external third parties to resolve issues.
* Ability to Manage and Prioritize: Efficiently handling multiple tasks and requests.
Support from team members and external third parties will be available, allowing you the opportunity to develop your skills.

You must hold the right to work indefinitely in the UK to apply for this role.

This role is well-suited for someone with strong customer service, administrative, and communication skills, combined with a technical mindset. Ideally, candidates will have some experience in a Service Desk environment and be familiar with working within SLA guidelines and using ticketing systems. If this is you then please apply online and I will be in touch to discuss the role further.