Description
IT Desktop Support - Sheffield
· Experience working as a Desktop Technician or equivalent
· Experience of technical installations
· Good understanding of Windows Operating Software
· Good understanding of Microsoft Suite
· Action 2nd Line Service Desk Tickets / Escalations
· Deskside fixes
· Lotus Notes - Desirable
· Driving licence - Desirable
Summary of Main Duties & Responsibilities
· Ensure that all 2nd line Service Desk calls are actioned and closed within the relevant SLA. Where necessary ensure that the relevant escalation processes are followed.
· Extract and present information held on computer and manual information systems including operational and non operational systems
· Collate and analyse incident, problem and change information to identify the underlying causes and propose resolutions via Service Improvement Plans to the ICT Technical Manager
· Undertake user account administration on all applications including the creation, movement, renaming and deletion.
· Undertake on-site support, configuration and installations on all computer hardware, software and networks where identified and required
· Provide user and administration support on the roll out of new applications
· Undertake testing and evaluation of new systems and technology
· Ensure that all ICT processes are documented, up to date and published.
· Undertake product development and maintenance as required and identified by the ICT Development and Infrastructure Manager
· To provide Service Desk cover in the absence of the CS Service Desk Officer on a rota basis between Monday and Friday between 9.00 and 5.00 pm.
DESKTOP SUPPORT, DESKSIDE SUPPORT, 2ND LINE SUPPORT, SECOND LINE, SLA, ESCALATION, ICT, INSTALLATION, WINDOWS, MICROSOFT, LOTUS, NOTES, ICT SUPPORT, FLOOR WALKING, REMOTE, USER SUPPORT, TROUBLE TICKET, TICKET, FIX
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