Job Description: IT Service Desk Technician
Overview: iO Associates are hiring for a local council's IT team, we're looking for a candidate to play a vital role in delivering exceptional technical support to our staff. As an IT Service Desk Technician, you'll be the first point of contact for IT-related issues, ensuring that support requests are handled efficiently and professionally.

Key Responsibilities:

Deliver responsive IT support services in line with agreed service level agreements (SLAs).
Manage and process incoming emails, ensuring timely and accurate responses.
Accurately log and track IT service desk tickets, documenting issues and resolutions.
Provide courteous and effective telephone support, striving for first-line call resolution and implementing first-time fixes whenever possible.
Utilize technical expertise to troubleshoot issues, identify root causes, and apply appropriate fixes.
Prioritize and triage faults, escalating more complex issues to second and third-line support teams when necessary.
Assist council staff through the use of the internal chat bot, providing guidance and resolving queries.
Collaborate with second-line support to assist with fault diagnostics and hardware repairs as required.

Ideal Candidate:

Strong communication skills with a customer-focused approach.
Ability to work independently and as part of a team.
Proactive problem solver with keen attention to detail.
Familiarity with IT support systems and ticket management tools.
Willingness to continuously learn and adapt in a dynamic environment.

This role is an excellent opportunity to develop your IT support career while contributing to the smooth operation of council services. If you're passionate about technology and helping others, we'd love to hear from you!