Rate: £12 per hour
Job Type: Contract
Location: West Midlands
Expiration date: 14 July 2017
A pivotal role, providing technical support to end-users who need assistance with their computer hardware or software.
Key Responsibilities & Tasks
The Service Desk Technicians help to find and fix software and hardware problems, or any incident that is disrupting the IT systems or services that business users depend on. Usually they will work on incidents that have been escalated from front line support on the service desk. They provide front line support to end users, troubleshooting and repairing a varied range of hardware including desktops, laptops, printers and tablet computers. Crucially the systems are live, and so the issues usually need prompt attention. Being able to stay calm and work under pressure is vital.
Alongside incident resolution, Service Desk Technicians may assist with other jobs including administration, monitoring and maintenance of systems, and installation and upgrades.
Service Desk Technicians need a wide knowledge of the systems they are responsible for, the problems they tend to have and how to fix them.
• Identify software and hardware problems and repair.
• Supporting the rollout of new applications.
• Perform regular maintenance on hardware and software components.
• Install and configure desktop/laptop PCs, printers and other hardware.
• Run diagnostic programs or use test equipment to locate source of problems.
• Communicate effectively with end users and customer management.
• Maintain security and functionality through application of program temporary fixes.
• Responding within agreed SLAs.
Qualifications & Experience
• ITIL Foundation
• ITIL Service Capability – Operational Support and Analysis
• ITIL Continual Service Improvement or ITIL Practitioner
• Configuring Windows Devices (70-697)
• Comp TIA A+
• Comp TIA Network+
• Incident and Problem Management experience.
• Customer service experience.
• Service desk experience
• Comp TIA Security+
User Support – This means being able to:
• Effectively question users to establish symptoms.
• Use experience and interrogate the knowledge database for potential solutions.
• Deploy support tools to systematically trace source of error or technical failure.
• Escalate complex or unresolved incidents.
• Record and track issues from outset to conclusion.
• Minimise interruptions in customers’ ability to carry out critical business activities.
• Taking staff through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.
• Prioritise and manage many open incidents at any one time.
Service Delivery – This means being able to:
• Carry out maintenance to ensure stable and secure applications and IT infrastructure.
• Update operational document library and log all service incidents.
• Systematically analyse performance data and communicates findings to senior team.
Escalate potential service failures and security risks and recommends actions to improve