Salary: £20,000 - £25,000
Job Type: Permanent
Job ID: 167712
Our client is a global enterprise with their head office based in Newcastle City Centre and due to growth and expansion they are looking to recruit a Service Desk Technician
Act as the single point of contact for colleagues needing via telephone, email face to face conversation and online submission.
To log all calls received by the Service Desk and work to set Service Level Agreements (SLAs).
Be fully aware of the critical business activities for the period to ensure appropriate impact assessment and escalation of requests.
Retain ownership of tickets and monitor progress with open tickets, as per agreed operational and procedural guidelines, escalate and expedite where necessary.
Maintain user accounts such as new starters, leavers and transfers.
Ensure security procedures are always adhered to, including the protection of any personal passwords used.
Follow all agreed procedures to capture categorise and records all incidents and requests for service in the Helpdesk tool.
Where reasonably practical, resolve the issue directly with the colleagues to achieve “first fix”. This will involve remote connection to a colleague’s PC to fix the problem or demonstrate a technique offering advice to work around the issue.
Analyse recorded tickets to prevent avoidable incidents and problems wherever possible, show trends and assist Problem Management in the identification of possible solutions or improvements to practices.
Experience in a similar role/IT environment including first- and second-line support.
IT Literate with the ability to quickly adapt to new systems.
Excellent working knowledge of Windows desktop, Citrix, AV and telephony technologies.
Operation and management of PCs, telephones and other desktop devices in a networked environment, networks, telephony and wireless networks.
Windows operating systems, including current versions.
Microsoft Office suite including MS Outlook.
Citrix and Linux Systems.
Commonly used business-related software.
Remote Assistance Tools.
Service Request Management Tools.
Salary: Upto £25,000 plus excellent benefits.