UK IT Support - Assistant Team Lead

UK IT Support - Assistant Team Lead - UXBRIDGE/STOCKLEY PARK - up to £38 per hour - 12 Months

The work location is in UXBRIDGE/STOCKLEY PARK and is a 12 months contract.

Pay rate is up to £38 per hour.

The role is working for a well-established, multi-national biotechnology company.

UK IT Support - Assistant Team Lead Job Description

The IT Support Specialist will troubleshoot software and hardware problems and will manage incidents and service requests escalated by the Client.

Responsibilities will include, but are not limited to, the following:

• Answer/respond to incoming requests and diagnose and resolve customer problems by phone and remotely on the user's system.
• End-to-end tracking of tickets and escalating tickets to the appropriate resolver groups to restore normal service operations as quickly as possible.
• Ownership and completion of issues identified as desk side support.
• Ownership of all incidents from inception through to resolution, including confirmation from the customer that resolution has been achieved.
• Clear, proactive and frequent communication to customers as to the progress of their incident or request.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
• Remote control of end user devices to ensure proper troubleshooting and resolution of support call.
• Support feature, functionality, and usage of specific applications.
• Remote installation of company approved software and applications
• Stay current on and adhere to established policies, procedures and documentation (alignment with EMEA procedures).
• Assist with new user set up and permissions on the major platforms (for example in case of new hires).
• Interface with other IT teams (Service Desk Unit in Switzerland, 3rd level support), and liaise with other IT teams as appropriate, i.e. Security, Applications, etc.
• Active Directory password changes, lockouts and resets.
• On-Call as needed for urgent IT issues.

Skills/Knowledge Required:

• Experience in IT Support/Helpdesk delivery in an international and multi-cultural environment. Corporate environment exposure.
• Phone support experience necessary.
• Essential troubleshooting abilities (how the Operating System works, knowledge and understanding of laptop, hardware and software installation/maintenance).
• Solid technical understanding of all aspects of running a multi-national helpdesk including Microsoft software, active directory, hardware, blackberry, mobile phone, servers, etc.
• Knowledgeable in VPN system, Microsoft Office, mobile devices and understanding of infrastructure technologies, i.e. networking (LAN, WAN, Wifi, IP's, etc.).
• Conceptual and practical understanding of IT Support fundamentals. ITIL experience and knowledge is a definite plus
• Very Strong customer service oriented, and willingness to go far and beyond for the client.
• Very Strong problem solving skills and decision making ability.
• Strong enthusiasm and ability to learn and apply technical information in a fast-paced, demanding work environment.
• Strong written and verbal communication skills. Effective listening skills.
• Excellent spoken and written English is required.
• Work well in a team environment.
• Self-motivation and organized.
• Ability to follow policies and procedures; attention to detail.

PREREQUISITES

• Experience in IT Support/Helpdesk delivery in an international environment.

Level 1 & 2 iT Support Specialist working on the EMEA Service Desk.

Technical Role

Experienced in this industry for at least a couple of years 1st & 2nd tier.

Max 1hr commute to Stockley Park

Start ASAP

Good Team fit is essential

Working as part of a team of 4 and with close link to the team in Switzerland.