Description
JOB DESCRIPTION
Organisational Data Cost Centre
255110
Position Number
Job Level Descriptor
Technician I
Job Family
IT
Job Title
Service Desk Analyst
Career Band
3
SBU & Department
IT, Infrastructure
Sub- department
Service Desk
Responsible for
(staff/equipment)
N/A
Reports to Service Desk Manager
Contract Type
Temporary/Daily Rate Contract
Vacancy Location
Surrey
Contract Hours
(FT/PT No# in hours)
FT
Vacancy Active Date
ASAP
Contract Duration
2 months initially
Vacancy End Date
N/A
Main Accountabilities & Responsibilities
- Supporting 1400 users across 26 branches in Europe
- Handling around 500+ calls per month
- 1st level support to the existing desktop build and software installed
- 1st level support to the existing production application environments
- Support of the monthly closedown processes
- Respond to issues with Applications according to locally set SLAs
- User account set-up and administration.
PERSON SPECIFICATION
Overview
The individual should be a reasonably strong, confident, proactive and positive individual who is an excellent communicator and team player. Strong verbal and written communication and interpersonal skills are essential. They should be people-orientated and be able to articulate themselves at the "Front End" of the business. The individual will need to have a strong customer service focus and thrive on working in a customer facing environment. They should be a proactive and innovative individual with a good understanding of business necessities. They must be confident, capable and flexible, able to deal with pressure situations and changing priorities to accomplish deadlines and to achieve Service Levels and standards. They should be well organised, self-motivated, a team player and results-orientated with good administrative skills. Able to organise work according to priority, to manage and organise documentation and keep up to date records. They must have strong analytical/problem solving skills supported by a proven background in the Helpdesk environment. Must be capable of managing own time and allocating it effectively across multiple tasks, giving appropriate priority to business critical issues such as month end processing. Must have tenacity to get the job done within the time scheduled. Must be flexible in approach and understand that they are part of a support team whose overall goal is the delivery of customer service to an agreed level. Full training on internal applications will be provided.
Key Requirements
Essential
Desirable
Knowledge & Experience
- 1 years experience in a helpdesk environment
- Microsoft Office 2010
- MS Windows 7
- Lotus Notes 7/8
- Commercial insurance knowledge
SQL
- IP Networking
ITIL - qualifications