2nd Line Support Analyst
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Helpdesk Analyst
The User Support Officers will work on a rota basis to provide a single first point of contact for all IT service users and will strive to provide a first fix service. The User Support Officers are the public face of the IT department and will be customer focused and have excellent inter personal skills. The role will be based in Oxford.
Main Duties and Responsibilities
* To staff the helpdesk during opening hours on a rota based system providing first line/first fix support to service users. This will involve:
* logging and managing incoming requests for support via the helpdesk system, telephone and email
* maintaining good communication with users and providing timely updates on progress with issues
* escalating incoming support calls to other members of the IT department if appropriate
* managing the allocation and booking of resources
* Maintaining the IT asset and configuration management databases
* Providing second line and desktop support assistance as requested by the User Support Team Leader
* Proving administrative support to the IT team
* To assist with wider IT department project implementation as required
* To assist other members of the team during periods of heavy workload or staff absence
* To undertake any other duties as reasonably requested by the line manager, the IT Operations Manager or the Director of IT
* Logging all customer support requests onto the helpdesk database, prioritising them according to business critical issues whilst following ITIL protocol.
* Co-ordinate and prioritising engineer's workload effectively, ensuring service levels are met.
* Providing information and advice to customers on I.T. processes and procedures.
* Monitoring all calls logged and ensuring they are being progressed (within the Service Level Agreement), whilst updating customers with any progress made.
* Providing technical support to customers for minor I.T. related issues
