IT HELP DESK TECHNICIAN
Full time/Permanent/Ref: IT/11/24
Hours: 08:00-16:00 Monday-Friday (37.5 hours/week)
Base Location: Duncrue Street, Belfast
At RiverRidge, we aim to treat waste as a valuable resource and, in doing so, ensure a positive outcome for our planet and communities. To achieve our vision, we must provide superior customer service and are committed to the successful operation of our Information Technology systems. We are seeking an IT Help Desk Technician to assist our staff with questions and problems concerning computer systems, hardware, and software. The technician will work with users remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency.
We are seeking an excellent problem-solver with outstanding communication and user support skills. This position is based in our Belfast office but with the expectation to have to travel between our sites across Northern Ireland (access to a car insured for business purposes is essential.)
Objectives of this role
- Provide quick and effective assistance with Information Technology systems
- Guide users remotely and in person through systems configuration, troubleshooting, and maintenance
- Listen attentively to users’ questions and concerns and offer adequate solutions
- Prioritise user satisfaction in all communications, directing unresolved issues to other IT personnel and external suppliers where appropriate
- Work with other IT team members and external suppliers to provide users with superior service
- Represent RiverRidge with professionalism and integrity while helping to advance our company mission
Responsibilities
- Respond to inquiries via email, through online chats, via telephone, or in person
- Inform users about IT products and services
- Walk users step-by-step through the problem-solving process
- Help with troubleshooting hardware and software
- Follow up with users to ensure satisfactory service
- Communicate user feedback to the IT Manager
- Assist with onboarding and offboarding users, including systems setup
- Perform daily system checks, including backups, system updates and other related tasks
Essential Criteria
- 2-3 years experience working as an IT Help Desk Technician or in a similar user support role, in a Microsoft 365 based environment
- Hold an HNC/HND, NVQ Level 3 or equivalent (or higher), with relevant ICT content
- Experience with Active Directory and, ideally, also with Azure Active Directory / Entra ID
- Excellent problem-solving and analytical skills
- Strong verbal and written communication skills
- Excellent interpersonal skills
- Commitment to providing exceptional service
- Ability to work independently and collaboratively within a team
- Eagerness to continuously learn new technologies and systems and further develop skills and qualifications
- Full UK driver license and car insured for business use
- Flexibility to work outside of standard working hours when required
Desirable Criteria
Experience with:
- Mobile device management systems, preferably Intune
- Anti-virus systems, preferably Microsoft Defender
- Backup software
- Familiar with Microsoft SharePoint Online, Power Apps and Power Automate
- Networking fundamentals knowledge, VPNs and router/firewall configuration
- PowerShell scripting
*Must be able to provide documentation to confirm your eligibility to work in the UK*
What we offer
- Annual salary between £25K – £28K depending on experience
- Opportunities for growth and personal development
- Eligible for company sick pay and DIS benefit after one years of continuous service
- Private Healthcare Scheme & Cash Health benefit (upon successful completion of probation)
- 33 days annual leave, including bank holidays
- Excellent location outside of Belfast City Centre and with free onsite parking
HOW TO APPLY
If you are interested in applying, please complete the company application form (available to download from our company website) and return via EMAIL to recruitment@riverridge.co.uk no later than 5.00pm on Friday 13th December 2024
Application Form: Application Form
Equality Form: Equality Form
In the event of a large number of applications we reserve the right to enhance our selection criteria at the short-listing stage.
We are an Equal Opportunities Employer.
