IT & Telecoms Service Desk Analyst
Haart
- Colchester, Essex
- Temporary
- Full-time
- 1st line support answering up to 40+ technical supports calls daily, delivering pro-active support across the group.
- Investigating and troubleshooting both IT technical problems and Telecommunications faults.
- Logging of all calls within our SysAid ticket management software and using the system to provide accurate classification of incidents and requests.
- Recording solutions within our incident management system and maximising the effectiveness of the system and IT support function
- Management and Ownership of internally escalated support tickets within SysAid to 2nd line support, Infrastructure and external referrals.
- Working within given SLA’s maintaining a good quality of service across the group.
- Assisting staff using remote support software to diagnose and fix all IT related issues. Providing desktop support to all group services departments.
- Management of Active Directory user accounts
- Good working knowledge of desktop/laptop/mobile / Telephony systems :
- Desktop/Laptop O/S: Windows 7 & 10, MAC OSX
- Mobile OS: Apple iOS, Android, Windows Mobile
- Telephony Systems – Cisco / Redbox / Tim
- All Microsoft Office 2010/2013/2016 applications.
- Desktop/desk phone / laptop hardware, printers and MFD troubleshooting and diagnostics.
- Preferable Windows 2008/2012 Active directory and group policy knowledge.
- Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA or equivalent qualifications would be an advantage.
- Effective Communication - Communicate relevant information effectively.
- Commerciality & Technicality - Demonstrate a good level of technical and professional skills in job-related areas.
- Bring out the best in people - Support coaching activities in order to improve performance and maximise.
- Team Worker - Contribute ideas and share information within and across work groups.
- Customer Focus - Respond promptly to customer requests for information and/or assistance, confirm/clarify understanding of customer requests/issues and seek for advice when appropriate.
- Innovates for Success - Helps implement new ideas and solutions and make suggestions voluntarily.
- Delivers Results - Demonstrate a clear focus on quality and speed of response.
- GDPR - Understanding of best practices and competence in line with current guidelines.
- Embraces change
- Excellent customer service skills
- Flexible approach to working hours.
- Offers a 5 star service