IT Service Desk Advisor - 1st line support
- Full Time
IT - Service Helpdesk Advisor
Monday - Friday
£10.14 per hour
9-5pm - 1 out of 5 days 8am start & 1 out of 5 days 6pm finish - Rota basis
We are looking for an IT 1st Line Support Helpdesk Advisor to join our clients busy IT team. You will have responsibility for the logging of requests and incidents, resolving where appropriate or allocating service calls in an efficient and timely manner to engineers.
Principal Duties and Responsibilities
*Responsible for working as part of a team for 1st line problem determination and support, resolving problems and some 2nd line resolution where appropriate within agreed and specified guidelines.
*Answer calls, emails and ICT Portal requests from customers in a timely and professional manner
*Using the internal service desk system to interrogate for information, update, close and raise new incidents
*Assign calls to the relevant support groups where initial problem resolution is not possible
*Monitor progress of request and problems, providing the customer with feedback and updated information regarding the progress of the job
*Assist with Route Cause Analysis to identify and resolve identified Problems
*Assist with providing statistical information against operational SLA's for all supported areas including reports of calls received and actions taken
*Liaise with external suppliers and maintenance engineers to ensure that Service Desk calls are resolved effectively within agreed timescales
*Receive notification of problem fixes from ICT internal support team and reporting back to the customer when necessary. Confirm the problem resolution with the customer, escalating any inconsistencies or unsolved problems to the Service Improvement Manager
*Work proactively with the wider ICT team to ensure prompt resolution of support issues, understand the underlying issue and keeping the customer up to date
*Assists with creating and maintaining appropriate procedures and documentation
*Assists with keep all internal ICT systems up to date; e.g. ICT Assets and Licences, Service Catalogue.
*Escalate problems to the Service Improvement Manager where Service Level Agreements are expected to be exceeded.
*Work closely with all ICT staff to ensure customers are kept informed and problems are dealt with efficiently.
*Provide administrative support where appropriate and co-ordination duties.
*Provide support to colleagues through knowledge sharing and promoting knowledge sharing initiatives.
*Assist ICT Service Support Engineers where required to provide 1st and 2nd line support to customers
*Assist with the planning and delivery of ICT training and product demonstrations / workshops where required.
*Enable the promotion of best practice of ICT policies and procedures.
*The role needs to be able to respond to changing priorities and be able to respond to changes in business needs in a dynamic environment. May be required to assist other teams within Customer Support Section to fully support our customers.
*It may be necessary to work irregular and long hours to cope with work peaks. A flexible approach to all aspects of the work will be necessary to meet customer demands and to ensure service continuity.
YOO Recruit is acting as an Employment Business in relation to this vacancy.