Junior IT Help Desk Technician, 12 month FTC

  • Paysafe
  • Cambridge, United Kingdom
  • Jul 28, 2017
Full time Information Technology

Job Description



  • Resolve Paysafe business IT issues and enquiries at the first point of contact.
  • Log all customer queries; collect and record all relevant information and diagnostics to aid problem investigation.
  • Resolve IT issues within the organisation’s desktop computing environment. This includes, but is not limited to; installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, equipment and software within agreed levels of service, and forward unresolved issues to other IT support teams.
  • Provide a first class IT support service via telephone, e-mail, remote control or in person by managing customers’ queries in the most effective and professional manner, in the EU offices and the wider group.


Primary Duties and Key Performance Targets


  • Logging of all customer issues and requests on the Service Desk ticketing system, ensuring the customers’ needs have been established and the collection of the relevant information and diagnostics to aid investigation and resolution.
  • Performing installations, repairs, maintenance, diagnosis and analysis of desktop related issues or requests and liaising with other IT/non-IT support teams across Optimal Payments, or third-party support/equipment vendors, where appropriate.
  • Respond immediately to customer requests, issues and complaints and ensure that escalation procedures are being correctly adhered to.
  • Ensure that customers are kept informed of the progress of their issues or requests, as well as the resolution, at all times and pro-actively monitoring, prioritising and managing of active tickets.
  • Recommend and implement corrective solutions according to published procedures, whilst communicating best practice concerning the use of IT systems to the business.
  • Administration of all system accounts on supported systems, ensuring requests/changes are in line with internal procedures, and appropriate authorisation has been obtained, as well as maintaining the asset register, providing updates for installations, moves, user changes, upgrades, etc.
  • Police and maintain the accuracy, integrity and relevance of data that populates the IT Service Desk system.
  • maintained to a tidy and safe standard in liaison with other IT teams.
  • Ensure that physical desktop connections and cabling from wall/floor junctions to device are Identify and communicate issues, potential ideas and improvements to enhance the existing processes and levels of support services.
  • To comply with all reasonable requests issued by direct managers including other duties or special projects as assigned.
  • To achieve targets established through appraisal objectives and ensure the highest level of customer and technical support services.
  • To abide by all policies, rules and regulations as set out by the Company and ensure you comply with all requirements.
  • To keep up to date with developments and changes within the IT and Financial Services industries.


Core technical skills:


  • Active Directory & Exchange Administration.
  • Knowledge of Microsoft Office applications.
  • Excellent knowledge of PC Operating Systems to Windows 7 and familiarity with remote management tools.
  • Excellent technical knowledge of PC desktop and laptop hardware components and peripherals, etc.
  • Troubleshooting experience/qualifications in desktop products (hardware, software and network), Commercial Applications etc. together with an enthusiasm to build on that knowledge in order to provide an improved customer service.
  • Ticketing/Service Desk systems (e.g. ManageEngine).
  • Telephony (ShoreTel), Instant Messaging & VC tools.
  • Remote Access systems.


Education and Qualifications:


  • A minimum A-level educated, with strong Mathematic and English skills.
  • A minimum 2 years of experience in a similar support role.
  • Knowledge & experience of ITIL processes and procedures, including IT Service Level Agreements.
  • Customer services focus, with an excellent ability to handle customers effectively; with a qualification or work experience in a customer-facing environment.
  • Exceptional interpersonal skills, with a focus on listening and questioning, and team working skills.
  • Proven analytical and problem solving abilities, combined with excellent attention to detail.
  • Have excellent organisational and prioritisation skills.
  • Ability to present ideas and troubleshooting procedures in business-friendly and user-friendly language.
  • Ability to complete multiple simultaneous projects in a timely manner.
  • A self-starter, proactive and independent thinker, who is open and communicative.
  • Steadfast, patient and reliable and can work efficiently under pressure.









Working Conditions (hours/locations)

  • The working hours will be 09.00 – 17.30 Monday to Friday, with an occasional need to cover support outside of these hours, for team members in different time zones/other office locations.
  • This full-time position will be based out of the Optimal Payments’ Cambridge office.
  • Occasional UK and International travel.