IT Service Desk Engineer
Leeds Permanent

About QA:
We are specialists in technology – providing a comprehensive suite of talent and training services helping individuals and companies to be winners in the digital revolution. Over 290,000 people learned with us last year!
We deliver services to over 5,000 corporate clients, representing a significant portion of the FTSE 250. We have leading practices in agile, cyber security, cloud and DevOps – as well as many other technology specialisms. We specialise in the people side of technology transformation – our training programmes help businesses to upskill or reskill their existing employees and our talent services are used to identify, recruit and skill-up diverse technology talent - we deliver 70% of the UK’s cloud training and are a Microsoft Gold delivery partner.

The Role:
Your responsibility will be to provide 1st line support to internal and external customers. Being the first point of contact, we want someone who will make a great impression and help resolve any incidents, where possible. You will have the ability to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress. You should have experience of supporting Microsoft operating systems, Microsoft office applications, computer hardware, printers and bespoke applications.

Key Responsibilities
Taking control of key infrastructure projects here at QA driving the implementation of new tools and solutions with high degree of focus on AZURE architecture.
High level of involvement with appliances and products including Cisco and Server 2019.
3rd line support for escalations of events that are impact QA's infrastructure
Carry out 3rd line fault resolution for any workstation, system, infrastructure, data or telephone related problems
Identify recurring problems and report these to the IT Systems Manager

Skills / Experience Required
Great telephone manner
Some knowledge of an IT Service Desk would be ideal
Good all round understanding of Active Directory.
Good grounding in Microsoft-based operating systems with emphasis on Windows 10 and Office 365.
Experience in supporting Apple Macs (desirable)
MCP qualified or able to qualify
A good understanding of ITIL and willingness to take training if required - after all we are a training company !
This role is subject to DBS & BPSS checks

What QA can offer you?
Career Development – 3 full training days from a wide range of courses
2 days off for charity work
Work for a company that promotes Wellbeing – Mindfulness classes, fitness classes, wellbeing campaigns throughout the year with QA's approved listeners