IT Service Centre Advisor


1st Line support 3 month possibly longer £10.00 P/H Gateshead

1st Line support
3 month possibly longer
£10.00 P/H
Gateshead

We are currently recruiting a Service Desk Assistant.
Reporting to the Information Systems Service Desk Supervisor, this position provides support to end users and carries out routine duties relating to governance controls.

The nature of the position requires the individual to be able to communicate effectively with people throughout the organisation, be methodical and able to follow procedures.
From a professional viewpoint, the job holder should be educated to HND level or equivalent in an IT related subject with a detailed knowledge of PC operating systems. Holding ITIL Foundation accreditation is desirable


Your Role
The key responsibilities of the role are:-
* This role will see you involved in aspects of Incident Management, via the Service Desk, and work closely with users to enable them to continue working.
* Receives and handles requests for support following agreed procedures for all members of staff at our Gateshead office & Head Office, as well as providing telephone and remote support to staff at regional offices.
* Responds to requests for support by providing information to enable problem resolution which includes but is not limited to; Desktop support, applications support, network support, hardware fault diagnosis and telephony issues and promptly reallocates unresolved calls as appropriate.
* Responsible for routine maintenance tasks such as backup tests/checks, checking logs and updates.
* Support the ServiceDesk Manager in ensuring a high level of service is provided to end users and that tickets are responded to in a timely manner to agreed SLA's.
* Hardware/software installations using supplied instructions and tools.
* Able to provide feedback to the ServiceDesk Manager regarding issues and ideas to improve support offered to users
* Carrying out office/desk moves
Although the role is primarily at Gateshead, on occasion there will be a requirement for this person to fulfil these responsibilities at Gateshead, so a full UK driving license is required.

Your KnowHow
Experience in an IT Support role or similar is desirable.
Comfortable when dealing with people at all levels of responsibility.
Provide support to other teams within the IS department when required which may include out of hours work.
From a professional viewpoint, the job holder should be educated to HND level or equivalent in an IT related subject with a detailed knowledge of PC operating systems. Holding ITIL Foundation accreditation is desirable

Required Skill Set
* Exposure to the following technologies is desirable: Citrix Presentation Server and XenApp, Cisco VOIP phones, Basic Networking, Windows 8 /8.1, Office 2010 / 2013, Active Directory administration and using Remote Control software applications such as PC Anywhere / VNC.
* An understanding of TCP/IP and DHCP/DNS.
* Experience with PC's, laptop, Printers & Scanners including troubleshooting, fault diagnosis and part replacements.
* Experience working within a ServiceDesk function and an understanding of ticketing, escalation processes and SLAs.
* Able to prioritise/multi task.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Job reference information
Advertiser Hays Specialist Recruitment Ltd
Contact Name Lee Callender
Telephone 0191 261 1349 (Please reference Dice when calling)
Reference 2984140_1490004505

More jobs like this

search