Description
Job PurposeProvides 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 to 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)
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)
If this is something that you are interested in, please forward me an up to date CV as soon as possible.