Specific Minimum Qualifications and Expertise
Minimum Requirements:
- Proven expertise in First & Second Line Support and working in a Service Desk environment.
- Demonstrable expertise in Active Directory.
- Excellent working knowledge of Microsoft Office 2010 and associated packages.
- Excellent working knowledge of Windows XP and Windows 7.
- Excellent knowledge of Operating System Deployment Technologies
- Knowledge of Microsoft SCCM
- Strong administration skills.
- Willingness to learn new technologies and work as a team player.
- Proven experience in providing a high level of customer service.
- Proven ability to produce high level documentation (technical and non-technical)
Additional Requirements (Desirable):
- Knowledge of VMWARE View
- Knowledge of using Service Desk packages e.g. Hornbill SupportWorks
- Previous software auditing expertise an advantage
- Further or Higher Education qualification demonstrating a good level of IT literacy
- Exhibit enthusiasm with a “can do” attitude within a team environment
- Expertise of producing written documentation
Purpose
- To answer and to respond to calls made to the Service Desk either by telephone, intranet or email.
- To support, maintain and prepare PC’s, laptops, printers and other network equipment within agreed service levels.
- Assist clients by maintaining and supporting Microsoft Applications and non standard systems.
- Actively manage IT assets
- Responsibility for Service Requests (e.g. new starters, moves, leavers)
- To ensure that all activity is recorded in the Service Desk system in a timely manner
- Support existing telecoms system as well as PDA’s.
- Adherence to ITIL procedures & policies
- Provide Project Support as and when required.
Key Outputs and Deliverables
- Ensure Service Desk phone is answered in a timely manner.
- Log & manage all calls through the Service Desk system.
- Resolve 1st and 2nd Line support issues in accordance with SLA’s.
- Completing Service Requests in accordance with SLAs
- Asset and Configuration Management
- Configure and support Windows XP and Windows 7
- Support VMWARE View Clients
- Configure and support Windows 2008/12 Servers
- Support and maintain Microsoft Office 2010
- Research and support Microsoft Sharepoint 2007/2010
- Microsoft Active Directory Maintenance
- Create and maintain PC and laptop builds (using Ghost or WDS)
- Support remote access technology (SSL VPN)
- Support and maintain Telecoms Infrastructure (Mitel)
- Ensure IT records are kept up to date
Key Stakeholder Relationships
- Provides desktop and specific system support to Service Desk customers.
- Provides regular updates to Service Desk customers regarding IT issues.
- Assist the Service Desk Team in ensuring SLAs are met.
- Liaise with the Service Desk and other IT Support Groups to identify and resolve issues.
Key Accountabilities
N/A
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