IT Support Technician (Helpdesk)

Job Reference : ITS-NI-F18
Closing Date :
Salary : Negotiable
Department : IT
Hours Per week : Not Specified

KEY ACCOUNTABILITIES

Activity Management

  • To provide a highly responsive technical support service for all communication channels within the JGG user base

  • To ensure all calls are answered within 30 seconds

  • To ensure that emails & voicemails are monitored, logged (where appropriate) and responded to within 1 hour

  • To provide accurate and timely updates on all incidents and tasks

  • To drive incident resolution within agreed timescales

  • First line diagnosis and resolution to faults / errors / requests

  • Ensure proper incident management procedures are followed

  • Determine and co-ordinate activities with other IT teams to ensure that support is provided by the relevant specialist

  • To work with the service delivery manager to ensure all escalations are dealt with promptly to ensure a fast & responsive service to the business

  • Undertake any other duties that may be assigned from time to time

User Support

  • To provide suitable first line troubleshooting of all incidents and requests and ensure all queries are logged and updated as required

  • Application of service excellence to meet operational, quality and customer satisfaction targets

Training & Documentation

  • Contribute to building a knowledge base for end users to develop and encourage a culture of user self service

  • Assist the helpdesk lead to help develop procedures and reports

  • Develop knowledge of infrastructure, applications, policies and procedures to be able to enhance the level of service provided to the business on first contact

 

This position is now closed. We are no longer accepting applications for this position.