IT Service Desk Technician - 12 Month Temporary Contract
Posted on11th January 2019
Salary/Rate£18000.00 - £20000.00 per annum
About this job.
12 Month Contract - £20,000 per annum
Purpose of Role:
Service Desk Analyst required to join a large, global organisation based in Preston on a temporary 12 month contract.
As the Service Desk Analyst role, you will provide first/second line and desktop support, ensuring the stable operation of the organisation infrastructure to agreed standards; KPIs, SLAs and company policies & procedures. This includes both internal and external customers. The position provides exposure to a broad range of IT related project and activities.
Respond to various requests, which can include:
*Incidents impacting normal production operation - prioritise tickets based on business impact and ensure they are dealt with in a timely manner
*Requests for departmental moves
*Queries on product functionality/operations
*Accurately and promptly entering Service Requests & Incident details into the Service Desk Call Logging System
*Investigating the cause and resolution of incidents
*Establishing appropriate workarounds to return staff to operational status
*Providing appropriate progress updates to both staff and where applicable 3rd parties
*Communicate major incidents to the business
*Escalating incidents technically and to management as required, prior to SLA's being breached
*Adherence to all published applicable company policies and procedures
*Update where applicable Service Desk technical training material
*Travel to various company locations, nationally as required during the course of provision of technical support
Essential Skills, Knowledge and Experience:
*A thorough knowledge of Microsoft Windows Operating Systems (7, 8 & 10)
*Microsoft Office software
*MS Active Directory/Exchange
*Email and AV security products
*Experience in troubleshooting desktop and laptop hardware issues
*Experience in troubleshooting TCP/IP network connectivity issues
*Experience of setting up networked printers
*iPhones and Android devices
*ITIL Foundation (desirable but not essential)*
*2 yrs+ previous IT Service Desk experience
*Strong written and oral communication skills
*Full clean driving license
Key Behavioural Competencies:
*Solid and well-developed Customer Service skills
*Ability to follow procedure
The salary for this position is up to £20,000 for the duration of the 12-month contract. As it's a temporary contract, you will be eligible for the benefits associated with a permanent position as well - including 25 days' holiday etc.
If you are immediately available and have a background in 1st/ 2nd line IT Support and prior experience of working on an IT Service Desk, then please don't hesitate to apply and I will contact you to discuss further.
Key Words; 1st Line, First Line, 1st/ 2nd Line, IT Service Desk, IT Helpdesk, Support Desk, Help-desk, SLA, KPI, Microsoft, Windows