IT Service Desk Technician

Job Description

Position Summary

We are looking for a motivated and experienced full-time IT Service Desk Technician who is looking to take the next step in their career in a dynamic and international business setting.

Your role will be to resolve IT issues of varying complexities, across a range of IT systems for domestic and international remote staff. You will be working collaboratively within a global IT team and will be reporting directly to the Service Desk Manager.

You will need to take ownership and full responsibility for logging and handling your work, as well as monitoring the business systems and resolving issues. The operating hours vary between 08:00 – 17:30, Monday – Friday base on the UK time Zone.

Key job responsibilities include, but and not limited to:

• Providing 1st line IT support for incidents and service requests in person or via remote support tools.
• Taking ownership and a proactive approach to ensure all incidents or service requests are resolved or closed within the agreed upon SLAs.
• Recording, tracking, and documenting the lifecycle of an incident or request within the ITSM system following ITIL best practices.
• Fixing causes, not just symptoms, and doing what is necessary to prevent problems from recurring.
• Investigating and implementing ways of reducing calls to the Service Desk.
• Managing end-user accounts, permissions, and access rights to various technology platforms while ensuring that all InfoSec, Compliance, SOX and GDPR requirements are consistently observed.
• Providing 1st line Microsoft 365 support.
• Supporting KI’s business systems and 3rd party applications.
• Contributing to our knowledge base and writing support documentation.
• Working effectively and productively within a team and with vendors as required.
• Setting up and configuring new hardware to meet business requirements.
• Monitoring and maintaining network equipment, servers, VOIP telephony systems and AV technologies.
• Keeping peers and the Service Desk Manager informed of trends, significant problems, and unexpected delays.
• Recognizing when to escalate IT issues to 2nd line support or other IT groups.
• Following the ITIL Framework when managing an Incident life cycle.
• Supporting the collection and administration of faulty devices with 3rd party supplier, while monitoring the process from collection to return of device.
• Carrying out maintenance on AV technologies used in our meeting rooms and supporting meetings when and where required.
• Delivering results set against individual and team KPIs.

Minimum Experience and Skills

• Good written and verbal communication skills.
• Strong problem-solving skills.
• Self-motivated and able to work effectively within a team.
• Strong multi-tasking skills.
• Proven customer service skills within a diverse population.
• Demonstrated ability to learn new systems and technologies.
• Ability to analyse, understand and effectively communicate deep technical materials.
• Working knowledge of SOX, GDPR, PCI DSS, ISO 27001 regulations and standards.
• Working knowledge of ITIL’s ITSM framework.
• Working knowledge of Microsoft 365, on prem & Azure AD, network technologies, and VOIP systems.
• Sound knowledge of Win 11, Mac OS, MS Office productivity suite, and general desk support.
• Working Knowledge of mobile OS e.g. Android/iOS and Mobile Deployment Management.
• Ability to operate effectively and professionally under pressure.

Preferred Qualifications

• ITIL V4 Foundation Certification.
• Microsoft Azure or any Microsoft 365 Certification.
• CompTIA A+.
• Experience with network Troubleshooting, routers, switches, WAP’s, DHCP, DNS, TCP/IP, Firewalls, WAN, and LAN.

Location

Additional Locations

Employee Type

Job Functional Area

Business Unit

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.