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IT Service Desk Technician

Posted: June 2019

Hours: 37.5

Location: Thornbury

Salary: Competitive salary

Closing Date: 8th July 2019

Job Description:

IT Service Desk Technician

Permanent | 40 hours per week I Based in Thornbury (travel required to
other MWUK sites as and when required)

Company Summary

You may not have heard of us but you have seen our work. MWUK clothes over 13% of the UK working population which makes us number one in our market. Trading as Dimensions we work with many of the UK’s largest organisations to design and deliver their uniforms. Our Alexandra brand provides an extensive range of catalogue clothing for sectors including healthcare and hospitality.

IT is critical to everything we do and we aim to provide a high quality, responsive service to our internal customers.

Role Summary

Enthusiastic and hardworking the ideal IT Service Desk Technician will be part of a small and friendly team providing first point of contact IT support, taking calls from internal IT and external customers.

It is imperative to have excellent customer service skills. In this role you will provide first line technical support and accurately assign calls to resolving groups and 3rd parties as

Key Responsibilities

As part of shared IT services you will not only provide support for all MWUK brands but you will also be providing local onsite support to our colleagues in our Thornbury office, giving this role a more hands on approach.

  • Ensure that all service desk contact is progressed within pre-defined timescales, from all channels including phone, walk-ins, email and ITSM portal (ManageEngine).
  • Provide a first class customer experience; taking ownership of tickets raised and provide updates as requested.
  • Ensure that all incidents and service requests are logged and assigned correctly
  • Liaise with Internal IT and 3rd Party providers to ensure effective end-to-end processes and relationships are
  • maintained.
  • Ensure that incidents and service requests are resolved in line with the agreed service level agreements.
  • Asset Management – maintain all IT assets through their lifecycle from build and issue through to refresh and secure
  • disposal.
  • Provide basic fault finding, diagnostics or resolution using appropriate support tools; obtain appropriate levels of detail
  • for escalation onto resolver groups as required.
  • Ensure security, access and information governance policies are adhered to.
  • Driving growth & innovation:

o Proactively share knowledge with colleagues and co-workers and produce knowledgebase documentation to support shared learning.

o Contribute to the development and maintenance of processes and procedures

o Generate and identify ideas and solutions for everyday work problems that contribute to on-going continuous improvement and add value to the customer.

  • Provide IMAC services (Install, Moves, Adds, changes) as the business requires

Your background and experience:

· Experience of working in a 1st line support or IT Service Desk environment

· Experience of using Microsoft Active Directory and Exchange for Administration purposes

· Use of a Service management toolset for call reporting

· Strong experience providing support for Windows 7 and 10

· Strong working knowledge of latest Microsoft Office Suites

· Basic understanding of network technologies, and fault finding skills.

· An understanding of PC and laptop hardware architecture.

· Basic understanding of network technologies, and fault finding skills.

· An understanding of PC and laptop hardware architecture.

· Excellent communication skills and able to communicate effectively at all levels

· Excellent customer service skills; strong interpersonal skills and the ability to listen and communicate effectively with people at all levels in the business.

· Strong lateral thinking skills, problem solving and analytical skills

· Highly organised with a logical approach and ability to work calmly under pressure.

· Ability to manage assigned projects and tasks through to completion.

· Ability to multi-task, effectively manages own time, resources and relationships to ensure that work is completed efficiently.

· Excellent time-keeping and punctuality

· Enthusiasm and positive commitment in their approach to work.

· Strong team working ethic with ability to work on own initiative with minimum supervision whilst providing adequate feedback to supervisor.

Valid driver’s license

It would be desirable if you had experience in the following areas:

  • Experience providing support for client computers running Apple Mac OS.
  • Experience providing support for mobile devices, such as Apple iOS devices and Microsoft Windows Mobile devices
  • Experience providing support for Microsoft Office 365
  • Experience providing support for Microsoft Lync/Skype for Business