1st Line Helpdesk Support Engineer

Endeavour Recruitment is recruiting for a 1st Line Helpdesk Support Engineer for one of our clients based north of Portsmouth, Hampshire. The Helpdesk is responsible for supporting and maintaining clients’ IT systems and for providing efficient desktop support to all business users. The team is responsible for resolving any IT-related faults quickly and efficiently in-line with SLAs, which includes a broad range of queries. Overview To provide 1st line (helpdesk) technical support to external customers, assisting them with hardware and software problems via phone, email or onsite. Duties and Responsibilities Provide technical support, answering support queries either onsite or via phone or email. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Follow internal processes and procedures. Ensure that all support calls are handled effectively within SLA. To ensure that all incidents and requests are closed within SLA. Take ownership of user problems and be proactive when dealing with user issues. Log all calls on the call logging system and maintain full documentation and follow internal procedures. Respond to enquiries from clients and help them resolve any hardware or software problems. Support users in the use of Computer equipment by providing necessary assistance. Allocate more complex service issues to the relevant IT Support member. Arrange for external technical support where problems cannot be resolved in house. Assist with warranty queries. Setting up and configuring new laptops and desktops. Installing authorised software to laptops and desktops. Troubleshoot desktop and system problems, diagnose and solve hardware/software issues. Providing support for printing. PC performance monitoring, diagnosing and resolving technical issues. Additional responsibilities as requested by the IT Helpdesk Manager. Antivirus installation to all desktops and laptops. Skills Basic Experience troubleshooting MS Office 2016/365. Basic Knowledge of Network (TCP/ DCHP/ DNS / VPN / Routers / Switches). Please apply for further details on this excellent full time, career opportunity.

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