Come join our DX IT Service Desk team.

We are seeking our next Desktop Support (2^nd level support) colleague to join our fast-paced and hard-working team. 

Reporting into the IT Service Desk Manager, this role is based at our Liverpool office full time. We are looking for:

• proven strong technical skills.
• solid analytical troubleshooting techniques.
• confidence to take ownership of your own workload including break/fix issues and request fulfilment.
• the drive to resolve with accuracy and compliance.
• excellent inter-personal skills are at the core of our team in promoting clear, effective and enthusiastic working relationships. 
• proven attention to detail and are timely, focused and able to perform under pressure.

Main Responsibilities

Responsible for the resolution of incidents and requests logged within the ITSM tool providing services over the phone, e-mail, in person and via our Service Desk colleague portal. This includes installing, diagnosing, repairing and maintaining all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance.

Administrative and Data

• Daily, weekly and monthly system or compliance checks
• Bespoke software support, setup, configuration and administration
• Produce and maintain documentation
• Complete change requests for software installations and upgrades

Service Desk Support

• Incident Management - classifying, prioritising, recording or capturing tasks or actions for audit purposes
• Problem Management - identifying trends to reduce repeat incidents
• Change Enablement - using change controls to help support the team
• Knowledge Management - identify, capture, coach and share knowledge
• Service Fulfilment - accurately follow process & procedures
• Liaising with managed service providers
• Occasional site visits 

Hardware, Server and Networks

• Low level server maintenance and administration
• VPN and security access
• Troubleshooting network and hardware issues
• Supporting internal phone systems
• Asset Management
• Multifunctional Device (MFD) support

 Knowledge, Skills and Experience

• Previous 2-3 years’ experience in a 1^st/2^nd line support role in a service orientated environment
• Foundation ITIL is desirable
• Working with SLA’s, OLA’s and XLA’s or having a grounded understanding of all.
• Knowledge of Active Directory and Group Policy essential
• Citrix environment experience is desirable 
• Microsoft: Windows OS, M365, Azure and MS Exchange Online experience is an advantage
• Hardware builds / configuration knowledge – laptops, desktops and thin clients
• PowerShell is desirable but not essential

Benefits:

At DX, our people are the foundation of our success. We reward our employees by providing different benefits at various stages of your employment with us, the most recent benefit we have added is Company Healthcare, which you become eligible for after 6 months of continuous service. This is a company paid for scheme at Level 1 allowing you to claim back for dental care and optician fees amongst other things.  This is just one of the benefits that come with working at DX, the others are listed below:

• Competitive Rates of Pay
• Life Assurance
• Enhanced Maternity & Paternity
• Holidays: 20 days increasing with length of service + bank holidays
• Long Service Recognition scheme
• Company Pension Scheme
• Employee Assistance programme including 24/7 Virtual GP
• DX Discounts Portal
• Excellent opportunities for career progression