Information Technology Help Desk Technician

• Provide first line support for all hardware, software and network issues.

• Monitor production systems and provide accurate and professional communication to the business during system outages.

• Troubleshoot problems to determine severity, priority and follow through to resolution.

• Create and maintain knowledge base and problem resolution documentation as required.

• Contribute to IT systems in relation to new building fit outs or changes/moves.

• Responsible for working with third party service providers to ensure end to end support is maintained as required.

• Escalate IT issues to the Development, Network or Systems teams where necessary

• Support queries on websites and main betting platform applications

• Responsible for support of peripheral devices such as printers, biometrics etc.

• Responsible for support of on-site and remote users across multiple locations.

• Responsible for EPOS/Screens support across Retail estate of over 350 sites across the UK and Ireland.

• Responsible for completing new starter and leaver requests within SLA.

• Ensure that all calls are recorded onto the Service Desk system; allocated to the appropriate resource to fix and keep users informed of progress towards resolution.

• Responsible for ensuring that all Service Desk calls are answered within the agreed SLAs and are escalated to relevant teams where appropriate.

• Providing support of in-house VOIP phones for HQ and Call Centre

• Role requires working 5 out of 7 days per week on a shift basis as per Rota.

• Providing on-call services out of hours 24/7, 365 days a year on a Rota basis.

• Experience in help desk software (Manage Engine a bonus).

• Experience working in an IT Service Desk Support role, for 1st line support.

• Experience working in fast-paced, technology led environment

• Proven ability to act on initiative with minimal management, and on multiple tasks concurrently

• Experience of end user support in an environment dependent on cloud technology, e.g. Google etc.

• Excellent knowledge of Office 365 applications

• Experience working Active Directory.

• Experience with Citrix beneficial.

• Experience Avaya phone systems.

• Excellent organizational skills

• Knowledge of SCCM and software distribution tools desirable

• Knowledge of basic networking including troubleshooting DNS / DHCP issues

• Knowledge of network patching and cabling systems

• Knowledge of network hardware Cisco routers, switches etc is desirable.

• Knowledge of office telephony systems desirable

• Ability to work with attention to detail at all times.

• Thorough & detailed understanding of Microsoft Windows, Standard range of desktop applications and Active Directory, including Group Policy

• Betting industry experience would beneficial.

BoyleSports