IT Help Desk Support

Help Desk Support
Location: West Malling
Temp: 3-month Contract
£12 to £18ph

As part of the Technical Support Team to support the IT Help Desk you will be assisting with first-line fault diagnosis (initial, basic advice) and rectification of PC/laptop, table, printer and software problems. Operation of the IT Help Desk including call logging, allocation, progression, escalation, reporting and other administrative duties.

1.To provide first-line and some second-line fault diagnosis and rectification of problems reported via the I.T. Help Desk, progressing and escalating calls according to priority, current targets and maintenance contracts, liaising with technical staff and dealing with third-party maintenance companies, with customer care being of paramount importance.
2.To undertake customer support tasks for corporate software and desktop operating systems, including Microsoft Windows, Microsoft Teams, Skype for Business, Microsoft Office/365 applications, Intune, Outlook and Exchange Online.
3.To possess an understanding of networking and server operating systems, such as Microsoft Windows Server and Red Hat Enterprise Linux, to perform basic support tasks including installation of security patches.
4.To install distributed hardware, including PCs, laptops, servers (to basic Council server configuration), mobile devices, printers, etc. and appropriate desktop, server and mobile device operating systems and application software using appropriate tools including Microsoft Endpoint Manager Configuration Manager.
5.To carry out preventative maintenance of I.T. hardware and peripheral equipment in accordance with manufacturers’ instructions.
6.To carry out and monitor security backups of Windows and Linux servers on a regular basis and as prescribed, recording and progressing failures as required, and maintaining detailed records for audit purposes.
7.To carry out recovery and restoration of data on Windows and Linux servers, under guidance of senior officers.
8.To troubleshoot and resolve software problems through the use of remote control software.
9.To undertake the electrical testing (PAT) of all IT equipment, requiring both visual and machine-aided tests, then accurately record test results on relevant paperwork and against equipment entries on the I.T. inventory database. To also ensure that equipment is correctly labelled to reflect test results.
10.To provide assistance to the Senior Technical Support Officers, when required, to carry out network hardware installation, configuration, and fault diagnosis (using network monitoring tools), including the basic configuration of network switches to current networking standards.
11.To provide help, assistance and hardware installation for home workers and to make home visits, when required, to resolve support issues.
12.To assist in the administration of the IT Help Desk, including logging reported faults, recording responses, updates and resolutions; also to provide assistance with general administration duties including maintenance of the IT Inventory system and use of the Integra financial system.
13.Subject to monitoring by the Technical Support Manager, to allocate, progress and escalate calls according to priority, current targets and maintenance contracts.
14.Use of hardware and software asset management systems, word processing, spreadsheets and other computer systems to produce reports, documentation and correspondence as required for IT Services, such as hardware and software reporting and license documentation.
15.Subject to career grade and training, to provide assistance and backup, where required, to the Senior Technical Support Officers in the deployment of simple software packages via software distribution tools.
16.Assistance with the implementation of features and procedures to ensure the security of systems and privacy of data, including security hardening, anti-virus and endpoint security products.
17.Adherence to procedures, standards and policies, including the need to maintain information security, data confidentiality, or privacy, throughout all aspects of the duties.
18.Attendance at training courses as required.
19.Other duties as required within the scope of the post.

KH Recruitment Ltd is acting as an Employment Business in relation to this vacancy.