IT Helpdesk Technician, Egham, London

IT Helpdesk Technician, Egham, London
CABI

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THE ROLE Job title: IT Helpdesk Technician Salary range: £22,000 - £27,000 Grade: Hay Band 3 Reporting to: IT Helpdesk Manager Direct reports: None Key peer group: IT Staff Location: Egham, UK - In order to process any applications from nationals outside of the EU and UK, we would require documentation to show the applicant is currently resident and able to work in the in the UK, or is able to relocate on own means and possesses full authorisation from the UK Border Agency (for further information please use the following link http://www.ukba.homeoffice.gov.uk/ ) Purpose of the role Working alongside a Junior Helpdesk Technician, The IT Helpdesk Technician’s role will provide support to over 70 staff and tenants, whilst also working to support the Global helpdesk team by managing and completing requests via the helpdesk system as well as email, telephone and walk in issues. There is also a requirement to carry out basic server administration, working closely with the Systems Engineers to maintain the availability of services across the site. The helpdesk is the first point of contact for all technical queries, therefore it is imperative that the candidate is able to show initiative and be pro-active, whilst delivering excellent service at all times Key Accountabilities  Troubleshooting all IT issues in a timely manner  Ensuring all IT helpdesk requests are logged using helpdesk software  Desktop and laptop support of Windows 10, Windows 7 and Mac OSX  Support of printers, mobile devices, telephony and hardware  Imaging new computer equipment and migrating existing user data  Setting up video conference meetings and assisting participants  Active Directory configuration and management (user account creation, password resets and security groups) as per guidelines  Liaise with 3rd party suppliers for fault resolution when appropriate  Provide IT inductions for new staff members  Implementation of IT projects as required  Ensure licensing compliance for all software purchased and recorded as per procedures  Providing assistance to System Engineers as required  Liaising with IT Procurement manager to ensure adequate stock of consumables are maintained  Keeping up to date with the latest technologies and developing new ideas