To apply for this role, please email a copy of your CV along with a covering letter specifying the role which you are applying for to:
recruitment@star.net.uk
| Job description |
| Department: |
Internal Systems |
| Reporting to: |
Internal Systems Team Leader |
| Location: |
Barnwood | |
Purpose
To provide 1st line technical support, answering support queries via Service Desk, phone, and email. Provide expert knowledge to clients on business applications, software and hardware platforms. Managing the overall resolution process of all incidents and service requests, including a high first time percentage fix of received calls.
Principle Accountabilities
- To demonstrate and maintain a high degree of customer service for all support quires and adhere to all service management principles
- To take ownership of user problems and to log all issues that arise on the internal support logging system, detailing a description of the problem, ensuring constant user communication, action and resolution.
- To escalate more complex Hardware / Software / Network problems when required
- To arrange for external technical support where nessacary if problems cannot be resolved in-house.
- To maintain hardware inventory, keeping track of inventory items and disposal of EOL IT equipment
- Respond to enquiries from customers and help them resolve hardware and software problems.
- Install, configure and troubleshoot new software, update and patches.
- Other projects as assigned by management
- Meet Organisation Level Agreements (OLA’s) set by the company
Profile of Job Holder
Essential
- Educated to “A” level/BTEC standard or equivalent
- Experience working within an IT Service Desk Environment
- Sound working knowledge of Microsoft Technologies and support of Desktop and Office Peripherals
- Customer Service and quality focused
- Excellent analytical and problem solving skills
- Excellent verbal and written communication skills
- Flexible and adaptable to demands of work
- Capable of working on own initiative as well as within a team
- Full driving licence
Desirable
- Foundation Certificate in ITIL Service Management
- Educated to “A” Level/BTEC standard in a Computer related subject or equivalent
- IT support experience gained from within an IT department with at least 500 users over a multi site organisation
- Previous experience of delivering end-user training and prioritisation of work organisation
- Desirable skills include MCTS/MCITP qualification