Culture & Careers

Service Desk Technician – Onsite

 

Description

Although this role has been advertised as Content + Cloud, please note that you would be employed by Mirus, one of the group’s companies.

We are looking for an experienced Site Based Service Desk Technician to join our Mirus Team in Oxford and attend the client site to cover for site-based service desk technicians when they are on annual leave, sick or training.

Perform problem diagnosis and guide users through step-by-step solutions in a desktop support based environment. Provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Requirements

Ensuring the smooth running of our client’s systems and network infrastructure ensuring they get maximum benefits from them. Activities may include:

• Log, and investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service;

• End to end ownership of a customer ticket, identifying the underlying cause and managing the implemention of a permanent solution, escalating to the Servicedesk as necessary;

• Manage and work to internal and customer SLAs, escalating any concerns;

• Manage client expectations through clear communications;

• Work closely with the customer to maintain and support the infrastructure and the customer’s tickets effectively;

• Action hardware and software installations;

• Create and maintain customer specific infrastructure documentation;

• Work closely with the Senior Engineers, sharing information to enable the resolution of issues confidently and effectively;

• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business need;

• Undertake all other reasonable requests.