IT Service Desk Technician

Are you ready to kickstart your career in IT support and become an integral part of a global environmental consultancy's internal IT team? We're seeking a dynamic individual for the role of IT Service Desk Technician, where you'll play a pivotal role in providing crucial technical assistance to end-users. If you have a strong foundation in basic hardware, software, and network concepts, coupled with excellent communication skills, we invite you to join us on this exciting journey of professional growth and development.
Overview of team / business area
Our internal IT team at SLR is the backbone of support for our 1,000+ European operations staff members, covering 32 offices across 7 countries. Based in the UK, our EU IT team is responsible for ensuring that both office-based and field personnel have the necessary technology and support for their daily tasks. It's a collaborative environment where we work together to keep our colleagues connected and equipped with the tools they need, spanning a diverse range of locations and roles.
Office: Bradford on Avon; Bristol; London
The role
As an IT Service Desk Technician, you'll go beyond traditional support, engaging in both in-person and remote assistance. What sets this role apart is the exposure you'll gain - from navigating specialist software to embracing new technologies and working with cloud-based solutions. This journey isn't just about technical problem-solving; it's an exploration of possibilities.
Collaboration is at the core of our team ethos. Attend enlightening training sessions, contribute to process enhancements, and enjoy the flexibility of hybrid or remote work options. Your path here isn't just a job; it's a trajectory toward a clear career progression within our dynamic IT landscape.
Key Responsibilities
1. Technical Support:

• Provide timely and effective technical support to end-users.


• Address hardware and software issues both locally and remotely.


• Undertake routine tasks and make decisions within established frameworks to resolve common IT issues.


• Handle designated tasks or escalated Service Desk tickets in our ITSM tool.

2. Collaboration and Communication:

• Collaborate with team members to troubleshoot and diagnose technical problems.


• Actively participate in weekly team meetings to discuss challenges, solutions, and knowledge-sharing.


• Coordinate with team members to maintain support coverage.


• Engage in regular communication with team members to share insights, challenges, and solutions.

3. Training and Knowledge Management:

• Attend regular training sessions to stay updated on new technologies, industry trends, and best practices.


• Maintain a knowledge base of common issues and resolutions for quick reference.

4. Process Improvement:

• Contribute ideas for improving support processes, documentation, and overall efficiency.


• Adhere to established policies, procedures, guidance, budgets, and timeframes.


• Seek advice and agreement when faced with conflicting requirements.

5. Customer Service:

• Provide excellent customer service, demonstrating a positive and professional demeanor in all interactions.


• Effectively respond to work requests from various departments, ensuring seamless collaboration.

6. Collaboration with Other Departments:

• Collaborate with IT Software Coordinator and other Shared Service departments to fulfill requests for new hardware and software.


• Assist in onboarding and off-boarding processes for new starters and leavers.

7. Adaptability and Proactivity:

• Maintain a proactive approach to learning and adapting to new technologies and industry developments.


• Work in a fast-paced environment, prioritizing tasks effectively to meet SLAs.

8. Field Work:

• Travel to regional offices within the UK and EU as required for office moves, acquisition work, or site audits.


• Perform network patching, hot-desking setup, printer maintenance, etc., during on-site visits., Along with competitive salaries, our staff enjoy a comprehensive benefits package with a company pension plus excellent healthcare offering, travel and life insurance, critical illness cover and a structured career framework with regular reviews offering outstanding opportunities for progression. Alongside 25 days' annual leave, we offer flexible, agile and hybrid working which enables staff to tailor hours worked around core hours, and our family friendly policies help balance the needs of professional and family life.
  
  We're looking for a candidate with a strong foundation in basic hardware, software, and network concepts. Essential to success in this role is a commitment to continuous learning and adaptability to new technologies. Excellent communication skills, both in conveying technical information and providing exceptional customer service, are key attributes we value. If you thrive in a dynamic, collaborative environment and have a problem-solving mindset, we encourage you to join us on this journey of professional growth within our internal IT service desk team.


• Windows 10


• Microsoft O365


• Active Directory


• Networking - LAN, DNS, DHCP, TCP/IP


• Hardware and Software Troublshooting


• Printing
  
  SLR are global leaders in environmental and advisory solutions helping our clients achieve their sustainability goals. We are a consultancy with over 3,000 employees working in 125 countries around the world, including over 1,000 staff across Europe. Our 'one team' culture is at the heart of our business; providing a collaborative and supportive environment for professional development.