Department: Group IT
Manager: IT Service Delivery Manager, Europe & Africa
Job Purpose
The purpose of this role is to deal with customer IT requests via telephone, email or onsite visits. The emphasis is on providing a high level of customer service and a solution in a timely manner thatmeetsthe needs of our usersand the department’s objectives. The role involves working in a busy team and would ideally suit someone with experience of working within a Technical role with good problem solving and listening skills.
Tasks and Responsibilities
Responsible for providing ITsupport via the telephone, remotely or on-site.
To be part of a rota which operates a shift pattern between 08:00-18:30.
To review, update and add solutions and fixes to the internal knowledge base.
Responsible for providing end user training as and when required to prevent repeat calls.
Required to contact 3rdparty suppliers for end user support.
Image, Build & Configure a PC according to control risks standards.
Install software requests
Set up, activate & trouble-shoot Blackberriesand smartphones.
Responsible for asset tagging hardware and ensuring assets are recorded within the appropriate system throughout their lifecycle
Support Microsoft Office & in-house applications
Assist with officemoves within departments
Conduct new joiner inductions
Provide IT support for meeting rooms
Follow strict procedures for administration tasks such as new joiner, transfer and leaver process.
Responsible for continuous feedback to the Service DeliveryManager to improve IT service.
Responsible for filling out weekly timesheets to account for work performed
Knowledge and Experience
EssentialExperience of:
Microsoft Windows 7
Has installed the OS (Operating System) on machines
Able to add a Printer onto a server
Able to adjust screen settings / Desktop settings such as resolution
Able to set up a dual monitor/docking stations
Microsoft Office packages 2010& 2013
Strong knowledge of utilising MS Office in a day to day environment
Can troubleshoot common MS Office errors
Can repair/ reinstall the MS Office suite of applications
Remote Access/ VPN
Trouble-shooting hardware on laptops, desktops & Printers
Active Directory
Can create a user account/ DL (Distribution List)
Can add users to a DL
Can set up permissions on a user account / DL (Distribution List)
Handheld devices/Mobile phone support
MS System Center Configuration Manager (SCCM)oHow to deploy an image to a pcoHow to add a pc to a collection to install software
Preferred
Experience in Office 365
Knowledge of Nasuni backup solution
Knowledge of Mimecast
Knowledge of and how to trouble-shoot TCP/IPissues
Knowledge of and how to trouble-shoot DHCP issues
Use of Solarwinds Monitoring Tool
Support of Microsoft CRM
Support of Microsoft Dynamics AX
Qualifications and Specialist Skills Essential
Experience in a Service Desk or Helpdesk role.
Qualified up to ITIL Foundation level or a graduate with a relevant IT degree.
Natural Interest in IT and technology
Competencies
Professional, polite, able to work under pressure
Excellent communications skills-good listener, calm manner
Collaborative and a team player
Ensures delivery of exceptional service to clients
Must demonstrate a methodical and clear approach to troubleshooting problems as well as being able to make use of existing solutions
Behaviours
All employees are expected to display behaviours reflective of our company values that of: Integrity and Ethics, Collaboration and Teamwork, Commitment to Peopleand Professionalism and Excellence.
If your qualifications, experience and aspirations match our requirements please email a covering letter and C.V. stating your current salary to: IT.Recruitment@controlrisks.com
Apply via :
IT.Recruitment@controlrisks.com
