Service Desk Technician

Chase de Vere

Chase de Vere is a national, award-winning independent financial advice firm established in 1969. We offer tailored, whole-of-market solutions and provide expert financial advice to individuals and businesses. Our purpose is to help clients "be future confident," which also means empowering our employees with the tools, support, and opportunities to thrive in their careers.

At Chase de Vere, we value excellence, integrity, and personal growth. Joining our team means being part of a supportive environment where your professional development is prioritised, and your contributions are recognised. If you’re looking for a place where you can make a real impact and grow your career, consider Chase de Vere. Together, we help clients achieve financial security and peace of mind for the future.

We are currently recruiting an IT Service Desk Technician to join our team. This role is pivotal in ensuring we continue to support our colleagues with any technical issues that may arise and resolve in a timely manner. As a company, we are made up of circa 650 colleagues across 18 offices and the role of our IT Service Desk Technicians is to support each and every one of them on a day to day basis.

The Role

The IT team keep the wheels turning at Chase de Vere! Forgot your password? Printer not working? Lost an important piece of work? Our IT Service Desk Team are the people who we will call to save the day.

Our Service Desk Support technician are the interface into the IT department for all end users. The role deals with all initial queries and incidents logged via a central Service Desk incident logging tool. Incidents are dealt with or escalated as necessary ensuring that all incidents are resolved within SLA and first response is not violated.

As well as requiring the technical knowledge, this role requires excellent customer service skills and patience. Remember, what seems simple to you is completely alien for most.

WHAT YOUR ROLE WILL INVOLVE

Responding promptly to IT support requests received via phone, email, or the ticketing system, ensuring resolution within agreed Service Level Agreements (SLAs).
Diagnosing and resolving a wide range of technical issues, including hardware, software, and network-related problems.
Escalating unresolved or complex incidents to the Service Desk Manager or the Systems & Security team, following escalation protocols.
Installing, configuring, and maintaining desktop and laptop devices, ensuring optimal performance and user readiness.
Identifying and flagging recurring incidents or patterns for problem management and long-term resolution.
Managing the repairing, replacing, or recovering lost, damaged, or faulty IT equipment in line with company procedures.
Supporting the onboarding and offboarding process, including user account setup, access provisioning, and equipment allocation or retrieval.
Maintaining accurate and up-to-date documentation within internal systems, including the Service Desk Knowledgebase, to support knowledge sharing and continuous improvement.

Experience and Skills

1 to 2 years’ experience working in a busy Helpdesk/Service Desk environment
Strong knowledge of Windows OS and Office365
Experience with Azure Active Director
Problem solving techniques and capabilities
Excellent communication skills
ITIL certification would be beneficial

By joining Chase de Vere, you’ll have a progressive career with great benefits and a nurturing culture that makes you part of something special. Alongside a competitive salary with the opportunity to earn an annual bonus, we also provide the below benefits:

25 days annual leave (increases to 30 days with service) plus Bank Holidays
Contributory pension scheme
Life assurance – 4 x annual salary
Comprehensive induction and training programme
Funded exams and paid study leave
A wide range of voluntary flexible benefits to suit your individual needs
The option to buy additional holiday days
Cycle to work Scheme
Paid volunteering days each year
Employee Assistance Programme with access to a 24/7 helpline
Access to our free mortgage service, through our internal mortgage team
Our Employee Forum and Diversity & Inclusion group
Local and companywide events in support of our company charities

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