Description
My client is looking for an immediate start on the following role.Based: Cambridge
Contract Length: 3 months + very likely to extend.
Job Purpose Provides technical support to resolve issues on IS managed equipment. Applies proven communication, analytical, and problem-solving skills to help identify, resolve or escalate reported issues. Reacts and responds to customer queries, issues and requests in order to support employees in meeting organisational objectives.
Key Responsibilities
· Receives and responds to incoming support calls via phone, e-mail and in person.
· Maintains and improves on service Levels and first call resolution rates.
· Prioritises and responds to customer demands and expectations and escalate where necessary.
· Log instances of system failure, repair, installation and removal in the company provided Service Management System.
· Responsible for Installation, configuration, testing, maintenance, monitoring and troubleshooting associated end user PC hardware and software.
· Provide basic troubleshooting of server based software and hardware in conjunction with the server team.
· Performs on-site analysis, diagnosis and resolution of complex hardware problems for all IS assets. Recommends and implements corrective solutions, including managing off-site repair as needed (in line with IS policy).
· Troubleshoots and resolves user related issues by using remote connectivity tools to a global user base.
·Maintains and updates the IS configuration management database.
·Maintains up to date knowledge of hardware and equipment.
· Work with 3rd party suppliers to facilitate changes equipment. ·Facilitates the IS procurement function by assessing user requirements, obtaining the relevant authorisation and raising the purchase requisitions.
·Acts as a central communication point for the IS department, communicating changes in infrastructure and processes both within IS and externally to the business.
· Collaborates with Networking and Server teams to ensure the efficient operation of the company's desktop computing environment.
Person Specification - Required Strong customer service orientation, proactive approach and positive "can do" attitude
· Strong time & workload management skills with the ability to prioritize workload
· Ability to work well as part of team or independently as required · Experience of working in a ServiceDesk role / support environment
· Good interpersonal skills (both written and verbal)
· Ability to communicate clearly and effectively with all employees and colleagues at all levels
· Strong troubleshooting skills with methodical approach to fault resolution.
· An understanding of the importance of quality customer's service and relations and the impact which IS has on the business
· Ability to work well in a high pressure environment, responding to a large number of user calls whilst maintaining good service levels
· Participate in on-call support, based on a rota, with other members of the team
· Flexibility is required as there is often pressure to meet strict deadlines
· Confident in supporting Windows XP / Windows 7, Office
· Good troubleshooting ability for Microsoft platforms and suites.
· Good experience of supporting VPN solutions such as Checkpoint SecureClient / Cisco Anyconnect (client side)
·Competent in supporting Windows client operating systems
·1st line Windows Active Directory administration skills
· Competent in supporting client side Symantec Products (Enterprise Vault, Anti Virus & encryption)
·Competent in supporting Webex and Video Conferencing ·Competent in configuring Mobile phones (Apple, Blackberry, Nokia & Samsung) OSX / Apple hardware support Person Specification - Desired
· Experience with administering / configuring Cisco VoIP phone systems
· Experience using incident management solutions (Remedy / Footprints / ServiceDesk)
· IT based certification such as MCSA, MCSE, MOS, MCP, CompTIA A+.
· Basic knowledge of UNIX / Linux operating systems
· Familiarity with Network switches (Cisco)
Please provide an upto date CV for immediate consideration.
Kind Regards,