Service Desk Support Technician

Service Desk Support Technician

DURATION: 6+ months initially, with a view to extend

LOCATION: Fawdon, Newcastle upon Tyne

ONSITE REQUIREMENTS: 5 days per week onsite

IR35 STATUS: Inside IR35

ENGAGEMENT TYPE: PAYE or Umbrella

DAY RATE / HOURLY RATE: £175 per day (PAYE) to £200 per day (Umbrella)

LEGAL RIGHT TO WORK: Candidates must already hold the legal right to work in the UK, as sponsorship cannot be offered for this role.

GIBBS CONSULTING SUMMARY

We are growing our service desk team to keep pace with demand for support across the EMEA region, and we need a reliable technician who can deliver consistent, high quality service to our end customer within the pharmaceutical and healthcare industry. This is a great opportunity for someone who enjoys hands on troubleshooting and wants to be part of a close knit, regionally connected support function.

JOB OVERVIEW

We are looking for an accomplished Service Desk Support Technician to work onsite five days a week, providing reliable, efficient and effective IT support with a focus on customers based across the EMEA (Europe, Middle East and North Africa) region.

RESPONSIBILITIES

• Provide customer support and manage service desk incidents from start to finish.

• Track and assign open incidents, working with service desk colleagues regionally to resolve outstanding issues.

• Make active use of ITSM software and asset tracking applications.

• Troubleshoot desktops, laptops, printers and software.

• Evaluate new software and hardware solutions, and install and test new software.

• Keep a full inventory of software and hardware, ensuring it is always up to date.

• Administer the Microsoft Windows network, including user rights, and adding or removing users.

• Provide Microsoft 365 administration and end user support.

• Perform backup functions, monitor backups and prepare backup tapes for off-site storage.

• Manage IT user documentation.

• Undertake training and development to stay current with new and emerging technologies.

• Identify IT training needs and liaise with HR to make sure the right courses are made available.

REQUIREMENTS

• Customer focused, with a genuine commitment to meeting the needs of internal and external customers.

• Strong time management, with the ability to focus effort on the most important priorities.

• Comfortable with ambiguity and able to adapt well when things change.

• Action oriented, with energy for hands on, hard working tasks.

• Experience with IT service desk support.

• Knowledge of Microsoft O365 and desktop applications.

• Knowledge of enterprise backup software.

• Knowledge of a Citrix environment.

• Experience working in a highly regulated environment.

• Knowledge of Microsoft SharePoint.

NICE TO HAVE

• ITIL Foundation certification.

• Exposure to endpoint management tools such as Intune or SCCM.

• Basic knowledge of Windows Server builds and networking (DNS, DHCP).

• Familiarity with virtualisation platforms such as Hyper-V or VMware.