IT Support Technician (Helpdesk)

Job Reference : ITST-NI-D17
Closing Date : 14/12/2017
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