AHK has an exciting opportunity for a Service Desk Technician to join our IT Team based in Prescot. As an IT Service Desk Technician, you will be responsible for accepting, logging and responding to IT support requests from across the AHK group. You will be responsible for initial incident triage and troubleshooting before either resolving the issue or escalating to the relevant team. A proactive approach to customer service and support is necessary in this role.
Alfred H Knight are an independent provider of inspection and testing services. Established in 1881, AHK operates in more than 40 countries with a well-earned reputation for providing reliable, professional services. We provide specialist services for a wide range of commodities within base and minor metals, steel raw materials, ferroalloys, precious metals, platinum group metals, industrial minerals, solid fuels, and fertilisers. Our clients include miners, smelters, refineries, traders, financial institutions and government bodies. We maintain rigorous quality standards to ensure that our operations provide the highest level of services to our clients. We achieve this through compliance with industry standards and regulations for laboratory, inspection and quality management, including ISO: IEC 17025, 17020, 9001, 14001 and 45001. Our people are our finest asset and as a truly global company, we value diversity, and respect people from all backgrounds. Click here to find out more about AHK.
Do you have what it takes to become a Service Desk Technician?
Provide high-quality IT support to the AHK group.
Categorise and record IT issues.
Communicate with end-users professionally in order to triage and troubleshoot issues as they arise.
Maintain core business systems, working closely with the Infrastructure team.
Adhere to strict SLAs provided by the Service Desk Manager.
Support problem identification and resolution.
Coordinate with Technical Authors to ensure repeat problems/requests are documented in the knowledge base.
Participate in active AV monitoring and support IT security response to any issues.
Provide out of hours business critical support as part of a rota.
Configure equipment for business purposes, including PCs, laptops, mobile devices and tablets.
Any other duties deemed necessary for the successful running of the IT support services.
Required Skills and Qualifications:
1+ years in a similar role.
Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations.
Experience using tools such as Asana, Google Apps and ITSM Software such as Halo ITSM or Freshservice. IT Service Desk Technician Job Description Page 1 of 2
Google G Suite (Gmail, Google Chat, Google Docs) preferred but equivalent experience with Office 365 considered.
Windows Desktop Operating Systems (Windows 10,11).
Android Mobile and Apple iOS Operating Systems.
Microsoft Office 2016 and 2019.
Mitel VOIP Phone Systems or equivalent VOIP Phone Systems.
Experience using Mobile Device Management Solutions such as AirWatch.
Windows Server Operating System, Active Directory – User Administration.
Knowledge of Citrix, VMWare, or Cisco / Meraki Technologies (advantageous).
Windows 10 Deployment (WDS).
Educated to degree level.
Must hold a full UK driving licence.
ITIL certification (advantageous).
Excellent attention to detail, with a methodical troubleshooting mindset and ability to solve persistent problems.
Exemplifies and promotes the highest customer service values and principles.
Strong communication skills.
Ability to consistently document information concisely and accurately.
Comfortable working autonomously, able to act with intuition.
Ability to think outside the box, to bring fresh ideas to the table.
Proactive, addresses issues in a timely manner.
Spanish – business proficiency desired
What are the benefits?
We are offering an excellent opportunity with a salary and benefits package to match including pension, life assurance and an employee assistance programme.