Technical IT Service Desk Specialist

The BES Group are the leading end to end solution provider in the Testing, Inspection, Certification and Compliance sector. Our team of experts (hand-picked by our Careers Team) cover an extensive range of engineering services.
We’ve gone from strength to strength over recent years, welcoming the very best risk management businesses to our Group. As a result, we’ve grown both our team of experts and our suite of solutions in line with our customer’s needs. We’re private equity backed, which means we have the flexibility and support to move quickly and grow faster than any other company in our industry. We’re innovative and forward thinking and have the awards to prove it, but most of all we’re focused on helping make sure our customers leave nothing to chance.
Our head office is based in central Manchester and is the home to many of our central functions. To support our continued ambitious growth plans, we are delighted to be recruiting for a Technical IT Service Desk Specialist to join our fantastic IT team.
What are we looking for?
As a Technical IT Service Desk Specialist, you will play a critical role in providing advanced technical support to users within our organisation. You will be responsible for resolving complex IT incidents, implementing technical solutions, and ensuring the optimal performance of IT systems and services. Your expertise will contribute to maintaining high levels of user satisfaction and productivity across the organisation.
Skills:
Minimum of 5 years of experience in a technical support role, with a focus on IT EUC\Infrastructure and systems administration.
Proficiency in administering and troubleshooting Microsoft Entra (AzureAD) identity platforms.
Advanced skills with Microsoft Endpoint Manager (Intune) including Autopilot provisioning, application packaging, configuration and compliance policies for Windows 10/11, Android and iOS
Advanced skills with M365 technologies including; Office suite of apps; Teams; OneDrive; Sharepoint Online; Exchange Online
Hands on experience of client patching technologies such as Windows Update for Business and Windows Autopatch.
Experience with virtualization technologies, such as VMware vSphere & Microsoft Hyper-V (beneficial but not essential)
Strong knowledge of networking principles, including TCP/IP, DNS, DHCP, VLANs, and VPN technologies. Hands on experience with Cisco Meraki switching and firewalls desirable.
Familiarity with Azure public cloud services
Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues independently.
Strong communication and interpersonal skills, with the ability to interact effectively with users and technical teams.
ITIL Foundation certification or equivalent knowledge of IT service management best practices.
Relevant industry certifications (e.g., Microsoft Certified Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA)) are a plus.
What will I be doing?
Responsibilities:
Advanced Technical Support: Provide advanced troubleshooting and technical support services for complex hardware, software, and network issues escalated from the service desk.
Incident Management: Investigate, diagnose, and resolve technical incidents and service requests within established service level agreements (SLAs), utilising ITIL best practices.
Root Cause Analysis: Conduct thorough root cause analysis of recurring incidents to identify underlying issues and implement permanent resolutions.
Technical Solutions: Develop and implement technical solutions to improve system performance, reliability, and security, including automation scripts, system configurations, and software patches.
Escalation Point: Serve as a point of escalation for Service Desk technicians, providing guidance, expertise, and mentorship to facilitate effective incident resolution.
Change Management: Participate in the planning, testing, and implementation of changes to the Microsoft 365 environment, ensuring minimal disruption to operations.
Documentation: Maintain accurate documentation of technical procedures, troubleshooting steps, and system configurations to support knowledge sharing and training initiatives.
Collaboration: Collaborate with cross-functional IT teams, including End User Compute, DevSecOps and Application support functions to address complex technical issues and implement integrated solutions.
User Training: Conduct training sessions and workshops to educate users on IT best practices, new technologies, and self-service troubleshooting tools.
Continuous Improvement: Identify opportunities for process improvement and service optimization, contributing to the enhancement of IT service delivery and user experience.
What makes BES Group a great place to work?
We genuinely care about our customers and our staff. Knowing we always do the best job we can with absolutely no compromise means everything.
If you work for us, you will get the below and so much more:
A competitive salary
Development opportunities across the business
Discretionary annual company bonus and yearly salary review
25 days leave per year plus bank holidays (and an extra day off on your birthday to celebrate you!)
Access to lots of discounts and benefits via our company benefits portal including; retail, fitness, holiday and cinema discounts
The support of a superb employee assistance programme
Electric vehicle salary sacrifice scheme
Opportunities to attend volunteer days
Company contribution to charity fundraising you participate in; we want to support charities you are passionate about!
Employee Suggestion programme, because we value input from everyone in the BES Group
Up to 10% pension
To apply for this role, simply click “Apply”.We ask for some basic contact information and a CV or your LinkedIn profile, it’s that easy! Please keep in mind, successful candidates will be required to complete the relevant background checks as part of the recruitment process.
We want to inspire everyone to see how important safety is and we expect the same from our people.
And if you’re on the same page as us about that and you’ve got the right skills, experience and attitude, you’ll fit right in. We’re all about diversity and inclusion and that means we want our people to be themselves.
We’re delighted to be an equal opportunities employer and that will never change!
BES Group, Your Trusted Advisor
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