Freelance job Service Support Technician

Job Title:

Service Desk Technician

Reports to: Service Support Team Leader
3 days a week
Department: Technology
Location: E15 2GW

Responsibilities:
* Software & Hardware Support: Assist staff with MS 365, Azure, Dynamics, EPOS systems, gift aid technologies, printers, laptops/tablets, and peripherals.
* Resource Management: Support HQ meeting rooms, maintain instructional materials, manage loan equipment, and maintain an inventory.
* Training: Conduct inductions and basic training for new staff.
* Incident Management: Ensure timely resolution of calls and tickets, and support users per departmental procedures.
* Process Improvement: Follow and implement ITIL processes, propose changes, and work on service improvement plans.
* Collaboration: Work with internal teams and external partners on network performance, connectivity, and new platform support.
* Task Ownership: Take responsibility for assigned tasks and meet objectives.

Key Competencies:
* Maximize team potential through continuous learning.
* Develop staff within HR and operational policies.
* Utilize volunteers appropriately.
* Engage in monthly team meetings and report on key issues.

Person Specification:
Qualifications:
* GCSE grade C or above in Maths and English.
Essential Knowledge and Experience:
* Previous IT Support Role experience.
* Ability to diagnose and remedy system faults.
* Proficient in MS 365 and previous versions.
* Knowledge of Windows 10, Windows 7, Active Directory, and IT system security.
* Service Desk or Desktop support experience.

Desirable Knowledge and Experience:
* ITIL v3 foundation.
* Service Desk Institute training.
* Certifications: MCSA, MCSE, MCP, MCITP, CCNA.
* Understanding of the basics of Azure, Power BI and data analytics
* Understanding of the social model of disability
* Experience of working with assistive technology.

Skills and Competencies:
* Thorough knowledge of Microsoft Windows OS, Office suite, and common Microsoft technologies.
* Knowledge of ADSL routers, firewalls, printers, and common computer equipment.

Scope Behaviours:
* Taking Responsibility: Show concern for the customer and follow through on commitments.
* Solving Problems: Support team in developing new ideas.
* Valuing Customers: Engage with customers using appropriate approaches.
* Working as Part of a Team: Manage differences constructively and value diversity.

This concise job description outlines the key responsibilities, competencies, and requirements for the Service Desk Technician role at Scope.

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Computer Futures, a trading division of SThree Partnership LLP is acting as an Employment Business in relation to this vacancy | Registered office | 8 Bishopsgate, London, EC2N 4BQ, United Kingdom | Partnership Number | OC387148 England and Wales