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Ultima Business Solutions Ltd
,
Reading, Berkshire
Junior Support Analyst
Overview
Responsibilities Respond to calls and e-mails for assistance made to the IT Service Desk, and log all calls using the Call logging system and where possible resolve support calls from all Education Development Trust staff, including remote offices and home based users in accordance with agreed SLA’s and current procedures as a first time fix event. Provide first time fixes over the phone or by remote access, including password and session resets wherever possible. Deskside support for office-based staff and visitors. Prioritise calls and if necessary, assign them to other teams to enable problems to be dealt with in a timely and appropriate manner, for example deeper Tier 2/3 technical assistance. Manage outstanding calls and follow up completed incidents to ensure staff are satisfied and receive a quality service that meets the targets of the SLA. Provide a central point of contact for all IT queries. Take responsibility for any calls received Qualifications Qualifications / Experience / Attributes: 1 year’s demonstrable experience in a busy administrative role Reacting to immediate queries Ability to learn new processes and procedures Proven experience in taking ownership of specific admin tasks Helpdesk experience would be an advantage Enjoy working to SLAs Managing day to day tasks as well as ad hoc admin projects Inquisitive with ability to spot ways to streamline processes and think outside the box This job was originally posted as www.totaljobs.com/job/89817109