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1st Line IT Helpdesk

Location: HAMMERSMITH, LONDON Salary: 10.99 - 11.00 GBP Per Hour
Sector: Business Support Job Type: Temporary
Shift Type: N/A Applications: 3
Posted: 10 months ago Reference: 3110578
1st Line helpdesk customer service advisors wanted for ongoing temporary role based at large company in West London

Outline of Role:
The IT Service Desk Analyst will provide first line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues and needs to have a genuine passion for quality and the delivery of great customer service. There is also a range of administration duties within this role.

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database and track changes
• 1st line support - troubleshooting of IT related problems from software to hardware, such as iPhones, Laptops, PCs and Printers
• Troubleshoot basic network issues such as ADSL broadband issues
• Escalate unresolved calls to the IT Services Manager
• Log all calls in the Service Desk Call Logging system (SupportWorks, ServiceNow experience is essential).
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Good Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Airwatch account management and provision
• To arrange for external technical support where problems cannot be resolved in house

• An ITIL qualification is preferable but not essential
• MCP certification would be desirable

• Excellent communication skills and telephone manner.
• Excellent organisational skills
• 2 years previous IT Service Desk and/or Call Centre experience required
• Incident Management experience – Managing incidents including business expectations and communication
• User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010
• Experience with using and troubleshooting Outlook 2010/2016 within a network environment (permissions, calendar sharing, delegation)
• Good knowledge of SupportWorks/Service Now

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