ServiceDesk Technician


Premium Job From Spring Group Plc

Recruiter

Spring Group Plc

Listed on

8th January 2018

Location

Buckinghamshire

Salary/Rate

£11 - £12

Type

Contract

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

Service Desk Technician

Location: Buckinghamshire

Hours: 37

Rate: £12 an hour

Job Purpose:

To provide first line support for all Information Systems & Technology (IS&T) Directorate services, infrastructure and network including but not limited to: user management and security (e.g. account creation); password management; email account creation; and antivirus monitoring. To ensure that all processes and performance are carried out in line with the Directorate's policies and procedures.

Main Duties & Responsibilities of the role:

* To provide a pro-active, customer focused, first fix, first line support service to members and staff for all IT related services provided by the IS&T Directorate ensuring the continued operation of our clients computer systems.

* To provide first line support for all IS&T related services in accordance with the Directorate's Incident Management and Request Fulfilment processes, ensuring that department policies and procedures are followed, to meet the needs of members and staff.

* To update all relevant Service Desk systems in support of the Incident Management and Request Fulfilment processes (including asset inventories as required) ensuring that updates are accurate and in accordance with IS&T policies and standards.

* To invoke third party support in accordance with established process and to assist and support third-party contractors in their work for our client.

* To help identify and resolve underlying issues in accordance with the Problem Management process.

* To provide support to other teams as appropriate in proactive activities such as system upgrades, driver and software installation and configurations.

* To undertake established monitoring activities in accordance with the Event Management Process.

* To provide technical advice and assistance to members and staff about the use of standard software and hardware products.

* To promote and encourage the smooth transition of knowledge to and from the Service Desk Team, by working in partnership with other IS&T teams and project teams as directed by the Service Desk Manager.

* To draft communications such as notices regarding downtime and publicity to be approved by the Service Desk Manager before being issued.

* To create user manuals, frequently asked questions (FAQs) and technical support documentation for end users and IS&T colleagues, as directed by the Service Desk Manager, to capture knowledge and sharing information effectively.

* To act as the first escalation point for the team and customer and take ownership of the resolution of specific or complex incidents, requests and problems as required.

* To take part in the team meetings ensuring updates are timely and correct.

* To ensure that that all information is managed securely in accordance our clients policies and information related legislation.

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.

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