*This role sits inside IR35

Reports To

IT Service Delivery Manager

Key Purpose of Job

Perform 1st line duties for the Information Systems Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.

Key Tasks

· Receive calls from users in relation to any technical incident or query

· Accurate logging of helpdesk submissions into the IT Group’s Service Desk tool along with full notes of actions taken

· Preliminary investigation of all requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault finding techniques

· Assisting visiting customers (Walk-ins) with their technical queries and attempting resolution if possible.

· Continued development of SOP’s for ‘quick win’ solutions where tickets can be resolved before escalation

· Monitoring of Service Desk email systems and phones – Taking calls to the Group’s DDI

· Regular review of escalated tickets to ensure they are maintaining Service Level Agreements (SLA’s)

· Administration of general IT activities, including documentation and procurement

· Other tasks as directed by the Service Delivery Manager/Head of IT

PERSON SPECIFICATION (essential requirements)

Qualifications

· Diploma or NVQ in IT related or communications subject desirable but not essential

· Awareness of ITIL or equivalent would be an advantage.

Experience

· General experience with using computers

· Previous customer facing role

Knowledge & Skills

· Strong communications/telephone skills

· Excellent customer service skills

· Knowledge of Windows operating system

· Knowledge of the Microsoft Office suite, primarily Word/Excel/Outlook

· Good analytical and problem solving skills

· Ability to work in a team environment

· Ability to work under pressure

· Able to demonstrate company mindsets; accountability, one team, customers and projects rule and audacity

Hours

Full time. Hours will be on a shift basis within the team to cover a period between 8am and 5pm