Job Summary

Part of the support team will be required to perform an operational role in the provision of the service. The post holder will normally participate in the out of hours on-call Rota.
 

Ensuring that the Help Desk operates as a highly professional service that meets the needs of the company

Following agreed procedures receives requests for assistance from users in a pleasant and professional manner.

Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.

Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls.

Ensures log entries of user contacts provide a corpus of knowledge for the resolution of subsequent faults and problems.

Following agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log

Following agreed procedures, and quality standards, responds to requests for assistance by providing first line response to enable callers to solve their problems; or by forwarding details to second line support or advising third party suppliers. Maintains accurate log entries of contact with resolution details and follow up information

Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.
Undertakes site visits to resolve persistent or high impact problems

Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures.
Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.
Undertakes site visits to resolve persistent or high impact problems

Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures.

Following agreed procedures, maintains and reports up to date and accurate inventory information on company assets and ensures that the equipment register on the Help Desk software is up to date

IT help desk job description [cont]

Following agreed procedures and quality standards, notifies users of disruptions to normal service delivery

Assists in the co-ordination of the movement of equipment

dvises and assists colleagues in the provision of services.

Production of details on help desk activity as appropriate to support service level agreements and Departmental reporting standards

Ensures that the media library is fully documented and maintained according to ISO17799

[UK]

5 X GCSE (minimum C) one of which must be Maths

Minimum requirement ICT skills level 2/ECDL/GCSE ICT certification (or equivalent)

EXPERIENCE

Recent and significant experience of working in an ICT help desk/first line support environment

SKILLS, ABILITIES and KNOWLEDGE

-Efficient and conscientious record keeper

-The ability to communicate information effectively to a third party

-The ability to communicate in a pleasant and efficient manner with people at all levels in the organisation

-Methodical approach to problem solving using appropriate tools

Proficient in the following technologies:

MS Windows 2000/XP
MS Office 2000/2003
Electronic Mail
Web browsing
Help desk software

Personal qualities
Self motivated
Proven ability to work co-operatively as part of a team
Proven ability to work in a busy environment
Aware of quality management systems
Able to participate fully in the 24 hour on -call rota
24 hour access to a car in order to attend to calls on-site out of hours

IT help desk job description

IT help desk job description