Third Line Service Desk Technician – Nottingham

Permanent East Midlands Jobs & Advice in IT
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Job Description

About Us

Metropolitan Thames Valley Housing has a vision that ?everyone has a home and the opportunity to live well?; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live. With 57,000 homes and more than 120,000 residents and customers we have a real opportunity to make that vision a reality. Our people care, dare and collaborate to ensure we achieve People Powered Living.

This role

We require 3rd Line Service Desk Technicians to provide end user technical support in accordance with the achievement of all applicable Service Levels and Customer Satisfaction scores.

The key responsibilities are:

You will ensure the delivery of day to day ICT support to the organisation?s users, covering servers, network, applications, desktops, laptops, telephony and mobile devices. Working on a rota basis covering the shift rota of 8.00 ? 16.30 and 9.30 ? 18.00, undertake routine daily checks and maintenance and act as the 3rd line escalation point of contact in resolving user and technical issues.

You will proactively undertake the day to day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users, as well as backend troubleshooting of servers and network. Front-end support includes thin clients, PCs, laptops, smart phones and tablets; VOIP telephony, MFDs; and various applications in addition to MS Office.

Other duties include:

Maintaining a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Infrastructure Service Desk.

Responding to Service Desk phone calls/tickets as needed, focusing on 3rd line tickets and activities, and taking on tickets escalated by the 1st/2nd line Infrastructure Technicians. Escalate when necessary to the Service Desk Manager.

Contributing to the maintenance and documentation of the infrastructure estate; Records of ICT builds, hardware, licences, change requests, systems and processes.

Undertaking complex front-end user support calls and escalate to third party suppliers where applicable. Take ownership of such support requests and follow them through till completion ensuring third party suppliers are held to their responsibilities.

Undertaking infrastructure project work and continuous improvement activities as part of the annual work plan.

What you'll need to succeed

Extensive experience of working in Service desk environments – 1st – 3rd line, using ITIL compliant service desk ticketing systems.

Support and administration of Microsoft Windows Server 2012/2016, including Active Directory administration and Group Policy management, systems imaging and deployment.

Experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs

Support and administration of virtualised environments and VDI ? Citrix XenDesktop 7.11 and VMWare 6.5

Experience of supporting productivity suites: Microsoft Office 2010, 2016 and Office365.

Support, administration and management of Microsoft SCCM.

Good Knowledge of backup systems

Certified in at least ITILv3 and a relevant Microsoft and/or VMware certification

To meet our commitment to providing safe, high quality services to our customers we will complete an (basic) background check with the Disclosure and Barring service, once an offer of employment is made.

What you'll get in return

You’ll be working in a fast-paced environment where you can benefit from our comprehensive in-house training to continue developing your skills. We offer excellent benefits, including:

28 days annual leave plus public holidays and an additional Belief Day, with the option to buy or sell up to 5 days leave
Healthcare cashplan
Matched contribution pension scheme (up to 9%)
Enhanced maternity, paternity and adoption leave
Salary sacrifice schemes and season ticket loans
Life assurance scheme
Paid volunteer days
Plus lots of voluntary benefits including cash back and discounts from high street namesOur promise

All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations

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