Service Desk Technician

Being part of the 2nd Line Helpdesk Team. Support 500+people with all software used by the firm, including Accountancy, Tax, Practice management and Document management software As well as Microsoft Office by answering and logging calls in a prompt professional manner, resolving problems where possible and escalating to 3rd line level support if required. About the role Scope, Reach & Key Relationships Seeking to understand and resolve Helpdesk enquiries as promptly as possible. Build working relationships with key suppliers Passing unresolved problems to the appropriate party, either within the IT team or externally and chasing for a resolution as required, however, retaining responsibility to ensure the user gets a resolution. Understanding how the role affects the business and the firm’s priorities. Works in close collaboration with Senior service desk technicians Deals confidently with Employee queries Positive liaison and representation of the Firm with all possible candidates Principal Accountabilities / Responsibilities: Helpdesk Answering and logging IT Helpdesk enquiries within the helpdesk software. Answering enquiries in a prompt and professional manner. Good working knowledge of our IT system. Routinely visit other offices and run the Helpdesk from that location and working with staff/partners one to one. Set up of a new user Deletion of a leaver Excellent Communication Skills • Collaborate with other Team members Work efficiently Complete Core work unsupervised Action data Restores Remote Support Routine System Checks Day to day operation of routine system monitoring. Responsible for monitoring allocated areas of the Kreston Reeves IT infrastructure and reporting issues to the IT Manager/IT Systems Manager. Software Microsoft Office Applications Development Develop Technical expertise Being involved with project work as required. Continue development knowledge Attend any recommend courses. Hardware Support devices i.e. laptopsWhat we're looking forMaths and English GCSE C or equivalent A Level or IT course equivalent What we can offerFinancial wellbeing – competitive salary, contributory pension scheme, Life Assurance, Health Cash Plan, Income Protection Scheme and Perks at Work discounts and rewards. Leave – 25.5 days plus bank holidays, holiday buying Mental wellbeing – hybrid working (3 days in the office/2 from home) and flexible working policies, Employee Assistance Programme and counsellingPhysical wellbeing –Private Medical Insurance, Critical Illness Insurance and an annual flu jab. Recognition – monthly nominations for financial awards based on culture and valuesDevelopment – we offer continuous support and development with clear mapped progression routes across the business, as well as access to internal and external training coursesDiversity, inclusion and belonging – we operate several family-friendly policies and take proactive steps to create an inclusive environmentESG – give as you earn, 1 extra day off each year to take up volunteering opportunities. Opportunities to support our commitment to charitable causesTravel – other optional benefits include: cycle to work scheme, interest-free season ticket loan (London only), interest-free car/motorbike loanAt Kreston Reeves, we are committed to creating an inclusive and accessible workplace for all. We understand that everyone has unique needs, and we strive to accommodate them through reasonable adjustments. Whether it's adapting work environments, providing assistive technologies, or modifying processes, we are dedicated to supporting our employees in realising their full potential. If you require any reasonable adjustments to participate in our recruitment process or thrive in your role, please don't hesitate to reach out by emailing recruitment@krestonreeves.com. Please remember, you only need to share what you are comfortable to for us to support your request. Your success is important to us, and we're here to ensure a supportive and inclusive experience for all.