(

Job Number:
1216677

)

Description

THE KEY RESULT AREAS OF THIS ROLE WILL BE:
To respond and log user incidents and requests reported by phone

Assess user incidents and requests logged via intranet and Email

Action, update and resolve logged support incidents in line with SLA commitments.

Undertake IT equipment installations, moves or changes

Undertake any appropriate system housekeeping activities.

Liaising with Various support teams (Internally and externally).

KEY BEHAVIOURAL CRITERIA:
Outstanding customer service skills

Excellent communicator. Able to articulate issues and solutions to customers, 3

rd

parties and colleagues, both written and verbally

Able to take responsibility for tasks and see them through to satisfactory conclusion, even when this requires support from other people or teams.

Ability to work with 3

rd

parties

Commitment to delivering quality services

Ability to prioritise / reprioritise effectively against changing commitments

Understanding of when issues should be escalated

Able to work to agreed standards and practices.

Capable of working on own and within a team environment

Qualifications

SKILLS/EXPERIENCE/REQUIREMENTS:
ESSENTIAL:
At least 2 years' experience in a Service Desk environment

Outstanding knowledge of Microsoft Desktop operating systems (Windows XP, Windows 7)

Experience of creating, deleting and amending Active Directory accounts.

Excellent knowledge of Microsoft Outlook 2007/2010 and other MS Office products

Excellent software/ hardware fault diagnosis skills

Knowledge of network technologies, Wireless, VPN and Cabling Systems

Job

:

Information Technology

Organization

:

FPS - EMEA

Primary Location

:

United Kingdom-Manchester-Manchester

Job Posting

:

Jul 17, 2012

Shift

:

Day Job
SimplexGrinnell - 11 months ago