IT Help Desk 2nd Line

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JOB DESCRIPTION / ROLE

Employment: Full Time

This is a full time role working weekends (always), Thursday to Monday inclusive.

The mission of the IT Help Desk team is to provide prompt, friendly, customer-focused service to minimize disruption to firm staff by following standard, repeatable processes. This position primarily provides a reactive response to requests and issues, but also participates as needed in IT projects and proactive service initiatives. The successful candidate for this position must have good communication skills and a desire to achieve high customer satisfaction and be level 2 on the desk.

Duties other than the following may also be assigned.

• Respond to customer incidents and requests received via phone, email, or other standard methods within agreed SLAs.
• Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Where possible, resolve customer requests on first contact.
• Identify customer training opportunities.
• Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies.
• Provide onsite (at desk) service to customers, as well as service using remote control and administration tools.
• Create & update knowledge articles.
• Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately.
• Install pre-packaged software on user-end devices.
• Create, update, and delete user accounts in active directory and supported applications.
• Assist with audio-visual conferencing setup, scheduling & support.
• Perform software and/or hardware testing.
• Respond to security incidents and perform initial investigation and remediation actions.
• Assist with event monitoring, diagnosis, and response.
• Respond to major incidents: identify and categorize incident; send internal and external notifications in accordance with pre-defined protocols; perform trouble-shooting and diagnosis of hardware, software, and networks; escalate appropriately; contribute to remediation efforts where possible; contribute to after-action analysis.
• Perform basic system management and operational tasks.
• Assist with office move technology logistics.
• Assist with project delivery.
• Ad-hoc tasks assigned by Manager

REQUIREMENTS

• Diploma or degree in Computer Science, Information Technology, or related field preferred.
• Experienced providing support with Filesite, InterAction and MS Office.\
• Customer focused attitude
• Enthusiastic and confident personality
• Excellent team player
• Strong English and phone skills.

ABOUT THE COMPANY

Headway has a proactive approach to recruitment and the methodology we employ ensures we take the time to understand the needs of both clients and candidates to guarantee the right fit.

We aim to create open, consultative partnerships with our Clients and Candidates whilst maintaining an honest and professional approach at all times.

As a team we are ethical yet innovative; focused yet flexible; realistic yet enterprising. We believe in earning our success by working with you to create yours.

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