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Level 2/3 Service Desk Engineer

IVC Station House

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Job Title:
Level 2 / 3 Service Desk Engineer
Department:
IT
Reports to:
Support Manager
Desired Salary:
Up To: £30K
Main responsibilities
• Manage IVC IT Infrastructure, across all locations where Flair are unavailable, or where business needs require immediate solutions
• Provide escalation routes for Support Engineers and Technicians
• Provide guidance to the Helpdesk Team to ensure completion of Helpdesk objectives
• Manage & Administer Zendesk helpdesk software for all users
• Train new members of the helpdesk in all aspects of the Helpdesks daily activities
• Provide overall support and knowledge to the Helpdesk team
• Provide desk-side support to all IVC employees in Station House & St Georges Lodge
• Be proactive in development of a knowledge sharing ethos within the team and the wider business
• Arrange & provide agenda for Helpdesk monthly meeting
• Produce Zendesk reporting statistics for the monthly IT Meetings
• Proactively identify improvements within the Helpdesk team
• Be a trusted advisor to the Helpdesk team
• Take responsibility for own development and training by continuous personal development through additional training courses and remaining up-to-date with the latest software upgrades and information
• Manage Zendesk SLAs and resolution of outstanding issues and assign a percentage of work time a month to this
• Provide ad-hoc training to helpdesk team members where required, and identify areas of Personal Development to the Support Manager
• Identify and manage trends within the helpdesk environment and provide solutions, or escalate to the support manager for guidance
• Management of In house Avaya VoIP Systems
• Office 365 Administration
• Office 365 Tennent creation, and Email solutions down to practice level
• Proactive in sourcing IT solutions across the business
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IVC Station House

Station House East, Ashley Avenue, Bath, BA1 3DS

One of two IVC office locations in Bath