Service Desk Technician – Level I


As a Level I Service Desk Technician, your role involves collaborating and working closely with end-users and the IT Operations team to provide technical support in a timely manner. You will be the primary point of contact for all support requests within the IT department that enable the delivery of a high-quality service to end-users and ensure Service Support and Service Delivery processes are me. Your role will involve internal and external stakeholder management to establish and manage expectations for IT across the business. The Level I Service Desk Technician role provides an exciting opportunity to grow and learn new skills while using these skills to improve practices.

Key Responsibilities
  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
  • Reproduce application bugs and issues to assist the Software Development team in troubleshooting
  • Escalate incidents with accurate documentation to suitable team, when required
  • Perform onsite and remote analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals, restarting meeting room equipment in preparation for important calls
  • Perform regular maintenance tasks such as software installation, toner replacement and network patching
  • Ensure open communication by regularly updating stakeholders and advocating IT
  • Research solutions through internal and external knowledge base as needed
  • Respond to automated security, environmental and system alerts in a timely manner
  • Actively contribute to the technical and end user knowledge base
  • Reinforce SLAs to manage end-user expectations
  • Provide suggestions for continual improvement
  • Ensure Business Continuity through regular monitoring, maintenance and recommendations to IT management
Person Specification: Required
  • Excellent communication skills. You will have a natural ability to build rapport with stakeholders
  • Basic knowledge of computer hardware
  • Working technical knowledge of Microsoft Windows 10
  • Experience with Microsoft Office 2016 onwards
  • Conceptional knowledge of Servers, Networking, Cloud and Security
  • Ability to monitor and manage hardware and software assets for compliance
  • Able to read, write and understand technical and end-user guides
  • Ability to specify, procure and manage external technical services, to augment and/or deliver key aspects of the IT Support and Infrastructure
  • Strong knowledge on data compliance and security, and experience of advancing related organisational knowledge and practice
Person Specification: Desired
  • Degree in Computer Science, Information Systems or equivalent Industry based Qualifications
  • Industry based Qualifications, MCSE, MCP, MCT, CCNA desirable
  • Conceptional knowledge of ITIL or ITSM
  • Ability to research, evaluate, and recommend new technologies and practices
  • Experience in working with technical 3rd parties
  • Experience in developing business cases for projects and for gaining support for those through internal decision-making bodies
How to Apply

To apply for the role, please submit a CV and covering letter, detailing how you meet the person specification and where you have relevant experience of elements and attributes of the role. 

Oxford Economics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by governmental or local laws.

About BIS Oxford Economics

Following the acquisition of BIS Shrapnel by Oxford Economics in 2017 a new entity was formed called BIS Oxford Economics which forms part of the Oxford Economics Group. The Oxford Economics Group was founded in 1981 as a commercial venture with Oxford University’s business college to provide economic forecasting and modelling to UK companies and financial institutions expanding abroad. Since then, we have become one of the world’s foremost independent global advisory firms, providing reports, forecasts and analytical tools on 200 countries, 100 industrial sectors and over 4,000 cities. Our best-of-class global economic and industry models and analytical tools give us an unparalleled ability to forecast external market trends and assess their economic, social and business impact.

Oxford Economics is a key adviser to corporate, financial and government decision-makers and thought leaders. Our worldwide client base now comprises over 1500 international organisations, including leading multinational companies and financial institutions; key government bodies and trade associations; and top universities, consultancies, and think tanks.

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