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Working on the busy ICT Service Desk you will be part of a dedicated team that handles approximately 3,500 calls
You will resolve faults at point of contact, provide assistance and offer advice on a wide variety of
computer systems and applications whilst providing a high degree of customer focus.
Providing an ICT single point of contact for customers
Detecting, recording, classifying, prioritising all ICT incidents and tasks
Investigating and diagnosing incidents by providing telephone assistance to restore normal service on all systems
Resolving customer queries / incidents or assign to the correct specialised team within ICT
Monitor and track incidents, escalating where necessary
Liaising with third party suppliers to resolve faults on tailored or National systems
Install and configure desktop software
5 GCSEs Grade C or equivalent including English and Mathematics and a computing related subject or comparable practical experience
Experience of working in a customer services environment
Working knowledge of Microsoft Office
Good computer skills ( RSA 2 typing/word processing or equivalent experience )
Experience of working in a call centre or Information technology department
ICT Analyst Job Description
Interview criteria (in addition to the above):
Respect for Race and Diversity
Community and Customer Focus
The above criteria are subject to reason
ICT Analyst Job Description
Creating/ deleting and administering staff accounts in accordance with the security policy
Contribute to creating Service Desk process maps and assist in keeping documentation up to date
Other Service Desk activities, as directed, to continuously improve service and strive for best practice
Provide flexible working hours and on call as required
Provide customer-focused service managing customer expectations by keeping customers informed of progress