Service Desk IT Support Technician / 1st Line - Incident Technician

We’re proud to be ranked #24 in the MSP501 list of IT Managed Service Providers in EMEA. This puts us as one of the UK’s leading independent providers of IT Services, IT Support & Cyber Security. Not only this, we're a Microsoft Gold Partner which ranks us in the top 5% of all Microsoft Partners globally.

We've grown a lot since we got started back in 2010. From our humble beginnings of our CEO working out of his bedroom as a teenager, we're now one of the most respected and successful IT Managed Services companies in the UK. But we're not stopping there (even though our mums, partners and friends reckon we should have a rest). We have big ambitions and can only make them happen if the people who work at LMS Group have big ambitions too. So if you're the kind of person who rolls up their sleeves and gets stuck in, LMS Group might be just the place to kick-start or further build your career.

In order to meet our ambitions, we are now recruiting for an Incident Technician within the Managed Services team.

An Incident Technician is responsible for handling service requests in a professional and timely manner. This is a fantastic opportunity for an ambitious individual who is looking to develop his or her skills in a dynamic environment. The opportunities to grow your career within a rapidly growing multi-faceted technology company are outstanding. We believe that people skills are just as important as technical skills, so we are not looking for technical experts who want to sit in a dark room. We need people who can communicate well with our customers and
who can explain technical issues in very simple terms.

Benefits:

• Increasing Holiday with length of service
• Flexible, Hybrid Working
• Annual Pay Reviews
• Company Tesla Fleet
• Modern Air-Conditioned Office & Fun Environment
• Tiered Pension Scheme
• Company EV Scheme
• Company Pub with lunchtime activities- bar billiards, pub games
• On-Site Parking (Free)
• Microsoft Surface Laptop
• Awesome Company Uniform
• Cycle to Work Scheme
• Mileage Allowance
• Training & Career Planning
• Birthday & Length of Service Rewards
• Referral Bonus Scheme
• Regular Funded Social Events & Company Quarterly Event
• Funded Xmas Party

Basic Functions:

• Provide basic phone and remote troubleshooting and support relating to technical issues involving
• Microsoft Operating Systems, 365 Applications, WAN and LAN connectivity and LOB Applications.
• Process assigned tickets, updating notes, adding time, escalating where necessary.
• Following, updating and creating documentation relating to technical issues.
• Resolving alerts created through our remote management and monitoring tool.
• Working with the rest of the technical team to process tickets and provide resolutions.

Responsibility and duties:

• Diagnosing, Troubleshooting, testing, repairing, and servicing hardware, networks, and phones.
• Maintain a documentation library for the customers applications and bespoke infrastructure for use by the service desk teams.
• Ability to diagnose and troubleshoot any technical problems and recommend lasting solutions.
• Meet all scheduled appointments each day.
• Make and take phone calls to provide customer service, liaise with 3rd party vendors where necessary.
• Following company procedures and protocols.
• Build positive relationships with customers.
• Attend one-to-ones to provide clear feedback to allow personal development.
• Assisting in project implementation, delivery, and overflow.

Absolute Requirements (Essential):

• Previous IT Service experience
• Good time management, attention to detail, clear communication, and good interpersonal customer service skills
• Self-Motivated with the ability to work independently and as a team.
• Experience working with Windows operating systems and Office 365.
• Good English literacy and language skills, translating technical into plain English.
• A trustworthy individual who is not afraid to ask for help if needed.
• Confident decision-maker and able to demonstrate sound judgement.