1st Line IT Helpdesk Support – Infrastructure

1st Line IT Helpdesk Support – Infrastructure

Our client, a major global player in the I.T industry, has an excellent opportunity available for enthusiastic, motivated and hardworking individuals to join the I.T Service Desk team on a temporary basis, with the potential to move into a permanent role after a 6 month period. The client’s office is based in Stevenage.

I.T Helpdesk experience is not required, but would be beneficial. Intensive training will be provided so this is a great opportunity for applicants who can show some I.T knowledge and to get a foot in the door and build an I.T helpdesk career.

4 – 6 weeks intensive training will be provided, however it is essential that applicants have some customer service experience, an interest in I.T, (helpdesk/ call centre), along with the ability to pick up new technology quickly, and strong communication skills.

Candidates must be committed, reliable, and flexible to work 5 shifts per week of 8 hours per day between 7am – 7pm Mon – Sun pro rata basis.

Duties

• Taking inbound calls in a busy, target driven call centre environment
• Providing a high level of customer service to internal customers
• Using the in-house call logging system ”Remedy” (training will be provided)
• Dealing with escalations and logging and resolving incidents at 1st line.
• Meeting customer service and call answering targets, to ensure an efficient, cost effective service desk function is provided with a very high level of customer service
• Working as part of a team

Requirements and Person specifications

• Desirable 2 years previous experience in 1st Line IT support environment.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and office 2007.
• 1 year experience of using an IT service management systems such as ”Remedy”.
• Insident management experience – managing incidents including business expectations, priotarisations and communications would be highly regarded.
• Experience with using and troubleshooting Outlook 2007 within network environment (permissions, calendar sharing and communication) would be desired.
• Excellent communication skills and telephone manner.
• Excellent organisational skills.
• Flexible to work shifts as required, which may include early mornings, evenings, weekends and public holidays on a rota basis.
• Motivated, enthusiastic and reliable.
• Good team worker who is keen to develop and progress as well as demonstrate skills of making fast decisions.