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.
  
  Please click to find out more about our Key Information Documents. Please note that the documents provided contain generic information. If we are successful in finding you an assignment, you will receive a Key Information Document which will be specific to the vendor set-up you have chosen and your placement.
  
  To find out more about Computer Futures please visit
  
  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 | OC(phone number removed) England and Wales