Four Service Desk Technicians are required in Glasgow to provide first level Help Desk support for all services provided by the Firm. Perform first line telephone, chat, and/or e-mail support including analysis, diagnosis and resolution of application or hardware issues, and where possible recommend and implement corrective solutions.

Key Responsibilities:

• Provide first level technical support to all customers
• Under minimal supervision, respond to customers' enquiries concerning support requests, systems status, and network connectivity, aiming to resolve the issue at first contact
• Active management of the existing support calls in the call logging system in order to provide a first class support service to the user-base Maintain up to date knowledge of IT Services policies and procedures
• Undertake analysis, diagnosis and resolution of client problems via phone and e-mail contact
• Log, troubleshoot, and track problems to a successful conclusion
• Escalate unresolved problems to other support groups to expedite resolution
• Be available to perform after hours work
• Perform special assignments as required

Experience, Skills and Qualifications Required:
Essential:

• Successful education background
• In-depth knowledge of standard business applications:
• Microsoft Office 2007 suite
• Lotus Notes 8 - Mail & Databases
• Windows XP
• Active Directory
• Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)
• Networking concepts
• Remote Access
• Good knowledge of English, both verbal and written

Desirable:

• Successful completion of College/University course in Business, Computing or Information Technology
• Holding or working towards formal technicalqualifications (MCP/MCDST/MCSE or equivalent)
• Completion of formal training course relating to the field of customer care

To apply for the role of Service Desk Technician in Glasgow please apply with your CV as detailed.
fish4jobs - 13 months ago