ICT Helpdesk Technician

Location City of London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £30k per annum

​An award-winning London Museum are seeking a motivated and enthusiastic ICT Helpdesk Technician to join their IT team on a permanent basis. This is the ideal position for someone who enjoys learning and developing in a broad range of IT Support, Infrastructure, Networking and Security.

About the role

The ICT team is responsible for managing and maintaining the institution's network infrastructure and ICT systems. Working as one of two Helpdesk Technicians with the Senior ICT Team and reporting to the ICT Helpdesk Manager, you will be responsible for providing both remote and deskside support to the institution's diverse range of users, in what can be a complex and high pressure environment. You will also be the first point of contact to all their colleagues within the institution when dealing with helpdesk requests, providing a highly efficient customer service.

Responsibilities:

  • Help the team to resolve helpdesk calls logged from the call management system, keeping in line with the ITIL framework.

  • Prioritise and resolve calls to a satisfactory completion, ensuring a high quality, prompt and polite experience is given at all times to users.

  • Escalate support calls to the ICT Helpdesk Manager when needed, aiding them in problem resolution.

  • Assist the ICT team in day-to-day maintenance of the institution’s network, including responsibility for daily checks.

  • Ensure that departmental security guidelines and best practise is adhered to and implemented at all times.

  • Assist the ICT Helpdesk Manager with Mobile Device management and mobile contracts as needed.

  • Ensure all ICT User guides are up to date and readily available to all staff.

  • Keep the knowledge base section within the helpdesk system up to date, ensuring new resolutions are added in line with the ITIL Framework.

  • Assist Senior ICT team to deploy the user desktop environment, applications, creation of new phones connections and general admin setups, configurations and helping to deliver projects on time.

  • To work as part of a team and support the team when required to facilitate an efficient service to all our customers.

  • Perform desktop hardware repair for PC computer equipment and peripherals and to assist with IT equipment relocation.

  • Clearly communicate technical solutions with a user-friendly professional manner.

  • Control receipt/delivery of orders ensuring goods are securely stored and that all paperwork is processed in accordance with agreed standards.

  • Actively research new trends and technologies and feed back in departmental meetings.

  • Actively support and maintain the MACs.

  • Support Head of ICT and ICT Helpdesk Manager in purchasing tasks by creating Purchase orders and liaising with suppliers.

  • Change Printer toner when required within a given time frame.

Essential Criteria:

  • Previous experience of providing ICT Helpdesk support within a corporate environment using a helpdesk ticketing system, demonstrating ability to prioritise and resolve incidents.

  • Excellent working knowledge of Microsoft Office 365 and Windows 10.

  • Effective communicator, with a proactive and professional attitude, able to support a diverse range of users both in person and remotely.

Further Essential Criteria:

  • Knowledge of Active Directory user account management and Azure Active Directory.

  • Knowledge of installing, managing and supporting Windows 10.

  • Experience and knowledge troubleshooting hardware, being able to diagnose and resolve hardware issues, including installing and replacing hardware.

  • Current working knowledge of best ICT security practices and tools, as well as experience supporting antimalware solutions, endpoint protection and MDM technologies

  • Experience supporting macOS and iOS operating system and hardware