IT Service Desk Technician

Your key accountabilities and responsibilities Provide high quality and detailed first line technical support to internal policies and procedures based on recognised ITIL good practice for all customers seeking support, advice and assistance on all supported IT Systems and infrastructure. Handle queries by telephone, self-service portal, email and face to face from users to provide detailed advice, guidance and resolutions for system problems to all customers in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations. Help to ensure the Service Desk attains and seeks to improve internally set and customer facing targets. Deal with customers who may become agitated and verbally aggressive.

They will have the ability to calm situations or refer them to a team leader or manager where appropriate. Monitor and action the IT Service Desk queue for the team, efficiently responding to queries within agreed Service Level Agreements. Customers/Users should be kept informed of progress. Escalate customer issues and requests to Head of IT.

Ensure that all customer/user requests and all actions taken in response to customer/user requests are recorded accurately and in detail using the service management (call management) system used by the IT Shared Service. Provide day-to-day system administration and support for systems managed by the IT Shared Service Participate in IT Projects as required to support the implementation of new systems, services or infrastructure. Prepared to undertake and complete tasks outside of their job description on an as required basis in response to business demands. Undertake other duties that are considered to be within the general scope of this post as required by the Head of IT.

To assist with staff development by acting as a mentor and assisting with training of new staff where required. Work outside of office hours if required due to Service maintenance or emergency Incidents such as systems failure.