VACANCY : SERVICE DESK TECHNICIAN

Responsibilities :

• Ensuring that the Help Desk operates as a highly professional service that meets the needs of the company

• Following agreed procedures receives requests for assistance from users in a pleasant and professional manner.

• Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.

• Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls.

• Ensures log entries of user contacts provide a corpus of knowledge for the resolution of subsequent faults and problems.

• Following agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log

• Following agreed procedures, and quality standards, responds to requests for assistance by providing first line response to enable callers to solve their problems; or by forwarding details to second line support or advising third party suppliers. Maintains accurate log entries of contact with resolution details and follow up information

• Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.

• Undertakes site visits to resolve persistent or high impact problems

• Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures.

• Following agreed procedures, maintains and reports up to date and accurate inventory information on company assets and ensures that the equipment register on the Help Desk software is up to date

• Following agreed procedures and quality standards, notifies users of disruptions to normal service delivery

• Assists in the co-ordination of the movement of equipment

• advises and assists colleagues in the provision of services.

• Production of details on help desk activity as appropriate to support service level agreements and Departmental reporting standards

• Any other duties commensurate to the grade and as requested by Management.

• To take part in regular performance appraisal

• To undertake any training required in order to maintain competency including mandatory training, i.e. Manual Handling

• To contribute to and work within a safe working environment

Requirements :

• Experience of working in a team within a Help-desk environment.

• Thorough knowledge of Windows operating systems (Windows XP to Windows 7)

• ITIL certification is desirable

• Demonstrable evidence of providing help-desk support.

• Excellent written and verbal communication skills.

Additional Information : this position is to provide support for offices around the work on a 24/7 basis. This role will involve shift work.

Interested candidates are welcome to register at www.hr-1st.com or give us a call at 03-22848988 for more info.