ICS is a fast-paced digital marketing and translations agency that requires a Service Desk Support Engineer to provide 1st line support to a busy office environment and to be responsible for managing all day to day tickets and service requests. With delivery of services to our clients a top priority, ICS requires excellent IT support to resolve all issues at lightning-speed, and therefore is looking for an individual who is able to work in a fast paced environment, provide solutions quickly and efficiently. 

The role requires a consistent in-office presence (5 days a week) and occasional cover of shift patterns. ICS is based in a large, modern office with excellent facilities and a very friendly working environment.

The successful candidate would be the main contact for all support queries for ICS staff who are office and remote based. The candidate should have the ability to triage issues, resolve them on their own or escalate to the appropriate teams as necessary. For someone with the right mindset, this role could evolve in a number of different ways over time.

ICS is owned by Spotlight Sports Group Limited - a media business based in London. ICS operates independently, but shares some IT infrastructure which means there is a requirement to work with the central EIT function on occasion.

Job Purpose:

The role will be the first point of contact for all IT issues flagged by the internal team, with the aim to resolve these quickly and work reducing the overall amount of tickets coming in from the team. This is where a proactive approach is absolutely essential. The role will also work with the Service Desk team based in London on a daily basis to provide supplementary support for SSG and B2B tickets.

Relationships:

1. Reporting to: IT Services Lead and Head of Enterprise IT (Group)
2. Liaison with: ICS internal team members and Spotlight Sports Group Service Desk/EIT team.

Hours: 37.5 Hour Week

Key Responsibilities

• End user support for ICS/SSG staff for hardware, software, infrastructure and telephony requests.
• Administration of user accounts using Active Directory for the internal Windows network, Google Admin for Gmail and Google Docs and in-house systems.
• Supplier order management for hardware and software provision.
• Ensuring support and operational procedure documents are kept up to date for day to day activities and tasks. 
• Maintaining the Configuration Management Database for ICS assets. 
• ITIL Incident Management using a Service Management toolset following an established best practice framework process. 

Essential Requirements:

• Minimum of 1 years’ experience working in an IT customer service or an IT support role.
• Demonstrable IT technical knowledge to resolve issues.
• Demonstrable proactive troubleshooting skills to find solutions to common themes or blockers.
• Excellent communication skills, both written and in person. Able to speak with individuals and groups with confidence to explain issues and find solutions.
• Excellent time management skills, with the ability to prioritise tasks and meet deadlines.

Desirable Skills:

• An understanding of Google Workspace apps.
• Working within an agency or similar fast-paced office environment, with an employee number of 100+.
• Previous experience in IT support.

Benefits

We offer a range of well-being initiatives, including private medical insurance, excellent parental leave, a working globally policy, mental health support, assistance programs, and social gatherings. We also provide a pension scheme and various other benefit schemes. Plus, we all get our birthdays off work and enjoy 25 days of holiday per year, as well as the opportunity to buy 5 additional days per year and you can be flexible about when you use your public holidays.

We’ve also got you covered with life assurance and exclusive perks like the Star card and our Step Further Awards (our employee recognition program) to recognise your dedication. For those working via the hybrid model (in the office and at home) we’ve made commuting easier with our Season Ticket Loan and Cycle to Work Scheme.

You can also take advantage of complimentary access to our Racing Post Members Club, complete with an Ultimate Membership. We believe in making a positive impact beyond the workplace, and you'll have the chance to volunteer two days per year with our charity partner, Autism in Racing.