IT Support Technician | 3 Month Contract | (Inside IR35) | Hybrid (Edinburgh) | Starting ASAP Day Rate: £Market Rate Job Description: Harvey Nash’s client is looking for is looking for a an IT support technician to provides technical support to sites through a mixture of telephone support, remote desktop connections and on-site visits. Working as part of a small technical team you will be an on-site point of contact for staff, students, and associates of the Garden. You will be responsible for delivering agreed level of service within the team and supporting an estate of approximately 600 desktops, laptops, and mobile devices. Main Duties: Service Desk Operations: Deliver on-site 1st and 2nd line technical support with occasional travel to regional sites required. Provide excellent customer service with strong communication via telephone calls, emails, in-person, and online meetings from first contact through to resolution of the issue. Analyse, diagnose, and resolve incidents, including escalating issues to third Ensure asset management information for the technology estate is current and recorded. Update customers regarding service statuses, planned maintenance and service interruptions following communication Deliver remote support to regional gardens and hybrid Assist in maintaining IT support procedure and process Advise users on IT policy and promoting good working practice with technology. Support improvements to systems and processes to ensure cyber Improvement of customer satisfaction through effective communication and reduction response Knowledge Transfer & Audio Visual: Develop technical documentation for the internal team and for users in the form of Knowledge Base articles. Advise users on application and technology Assist in maintaining user awareness of current cyber issues and identifying and reporting any cyber incidents or concerns. Support event audio-visual set up and Oversee peripheral AV equipment support and Provide support for printer fleet including managing incidents with managed service provider. Infrastructure & Cyber Security: Maintain Microsoft Active Directory user accounts, including executing incoming requests for changes, provisioning new users, changing group membership, security settings and following workflows for leavers and their data. Build, deploy, maintain, update, and repair end-user computer hardware devices. Liaise with third-party support technicians for warranty calls. Apply software images and updates to end user devices, reacting to and escalating requests for changes. Assist in embedding secure working practices in organisational
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