Desktop Support Technician

Desktop Support Technician

N2O is an award-winning creative brand experience agency and part of GLOBE GROUPE, the leading European shopper house dedicated to brand marketing. Trusted by some of the world's most successful brands, N2O specialises in crafting insight-driven, relevant, engaging, and measurable campaigns that deliver results at home, in-store, out-of-home, and online. Our headquarters is in Maidenhead, with additional sites in Welwyn Garden City, Hook, and Bedford.

Due to our continuing growth, we are on the lookout for a Desktop Support Technician to join our Helpdesk team. The Helpdesk team are responsible for the support and maintenance of both software/hardware and all peripherals at our head office and across a number of remote sites. Your main responsibilities will be dealing with day to day queries via Freshservice, phone and email as well as face to face, supporting all Microsoft technologies; trouble-shooting challenging issues, you will be able to devise innovative solutions providing second line support to internal users.

Essential accountabilities:

• Install and configure IT equipment and various technologies
• Resolve incidents and upgrade different types of software and hardware
• Take ownership of issues by carrying out problem analysis to implement solutions with the aim of restoring service to the customer quickly, escalating where necessary
• Provide support for all Office 365 products
• Responsible for Second line support duties both remotely and face to face, providing support for incident diagnosis and fault resolution
• Accurately record, update and document requests using Freshservice
• Offer remote support to satellite offices in Bedford, Nottingham, Colnbrook and Welwyn
• Resolve incidents with printers, copiers, scanners and mobile devices including IOS, Windows and Android phones
• Maintain a first class level of customer service ensuring that all customers are treated efficiently
• Resolve incidents with MacOS devices
• Follow the well documented Helpdesk best practice to a very high standard
• Train and induct new starters into the business on various IT Technologies