IT Service Desk Technician

WSH is the parent company for leading brands operating in the catering and hospitality sectors. Our brands operate in diverse sectors, including:

• Public spaces – such as the Science Museum, St Pancras Champagne bar and Dublin Zoo
• Workspaces – from power stations to investment banks
• Education – primary schools, secondary schools, colleges and universities

A central support office provides financial, HR, IT, Supply Chain and other administrative services to the group companies each of whom retains its own personality and who operate across a number of catering and hospitality markets.

Recent acquisitions provide the group with new opportunities and include prestigious locations such as Musee Du Louvre in Paris and partnerships with established chefs such as Claus Meyers in Denmark.

Job Description

This office-based role reporting into the Service Desk Manager is based in our London office at High Holborn, with some travel to the Reading Office as required. Our service desk team provide 1st and 2nd line support to our support offices in London and Reading. In addition, we provide 2nd line support to our location-based teams across the UK and Europe.

The team deal with approximately 850 calls a month (around 60% Incidents, 40% service requests).

Service Desk have responsibility for:

• 2nd line incident resolution
• Providing in-person support at our main Reading and London offices
• Managing our end point estate of approximately 3500 devices
• General account and MS365 administration (E-mails, access, Teams etc.)
• AV support for meeting rooms
• Provisioning of laptop, desktop and mobile devices
• Software licensing and deployment
• General device and user administration

Key Responsibilities include:

• Managing your own queue of incidents and service requests, ensuring they are resolved or escalated in accordance with their SLA, tickets are updated regularly and users kept informed of progress.
• Providing advice and assistance to our Support Office users, answering queries in person or over the phone and Teams.
• Administration of user accounts, exchange and Microsoft 365 tenant.
• Working on various technology projects to deliver new or improved solutions to the business.
• Work with other internal and external IT Teams to troubleshoot complex problems and identify solutions.
• Maintain internal and external knowledgebases.
• Provisioning of new / upgraded end point devices and mobile devices.
• Liaise with 3rd party vendors for hardware and software issues.

Qualifications

What we need from you:

• To have excellent problem solving skills, with exceptional skills in diagnosing the root cause of an issue.
• To have excellent communication skills, with the ability to talk about and understand technical concepts, and translate into user friendly terms for our users.
• Approach problems and issues in an analytical way, ensuring you ask the correct questions and gather the correct information.
• Understand the impact and urgency of issues from a user perspective and prioritise your workload accordingly.
• Work independently using the resources available whilst also being a team player with the skills to take on and impart knowledge to assist in improving your own skill set and that of the wider team.
• Be able to author both technical support documentation and user-facing knowledge base articles and guides.
• Provide training and guidance to the 1st line Service Desk and more junior members of the team

Skills & Experience

Essential requirements:

• Minimum of 2 years working in a Service Desk or IT Support role
• Experience of supporting software & hardware in a windows environment
• Good working knowledge of user administration using Active Directory and Azure
• Good working knowledge of device management and deployment through Microsoft Intune and Autopilot
• Good working knowledge exchange and Microsoft 365 tenant management

Desirable

• ITIL Foundation
• Experience of supporting Apple laptop devices
• Experience supporting Android and IOS mobile devices
• Experience configuring Teams Telephony

Additional Information

And in return, we offer:

• 25 days holiday (plus public holidays)
• Plus your birthday off
• Enhanced pension
• Life Assurance cover
• Discounts available on the high street shops, holidays, gyms and cinemas
• Wellbeing assistance
• Volunteering Days
• Enhanced maternity leave
• Secondary Carer leave
• Wedding/Commitment day leave
• Salary range £28,000 to £30,000 per annum based on experience