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ALD Automotive
,
Bristol, Bristol
Service Desk Technician
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Salary: From £20,000 to £40,000 per annum Plus Benefits |
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Overview
The IT Service Desk provides a Single Point of Contact for technical support and requests to internal staff. Members of the team will undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role The service desk is part of a service-based IT service delivery and IT support ecosystem built around the service life cycle. Summary of Key Purpose Providing first line helpdesk support to our customers, assisting them with Hardware and software problems via phone, email or Service Desk. Working to set call SLA’s targets: meet & improve processes and look to take a proactive attitude. To provide high levels of service to business users and customer functions through the delivery and maintenance of the company’s infrastructure and information systems. To support the ethos of professionalism, team spirit and innovation. Summary of Responsibilities To provide technical support on ALD information systems; answering support queries either onsite or via phone or email To maintain a high degree of customer service for all support queries and adhere to all service management principles To take ownership of user problems and be proactive when dealing with user issues To log all calls on the call logging system and maintain full documentation To maintain all assets are correctly recorded and up to date in the asset database Ensure all internal IT and Security policies are adhered to Support users in the use of computer equipment by providing necessary training and advice. Maintain SLAs and OLAs of more complex service issues by escalating to the relevant support tier and IT department To arrange for external technical support where problems cannot be resolved in- house Document systems, process and procedures for reference purposes. Ensure that all data is keep and handled securely throughout its life cycle To complete all regular maintenance task are completed and recorded Ensure that all software, anti-virus and patches are deployed in occurrence with the policy Essential Criteria Excellent communication skills: written, verbal, report writing and presenting Excellent time management, planning, organisational and delegation skills Self-motivated Highly competent in end point management Develops others by sharing own experience and expertise Ability to learn new technologies and skills Able to lead by example and acting with integrity Ability to see big picture and evaluate the wider implications of solutions or processes Ability to work as part of a team as well as individually Incident and service request management. This job was originally posted as www.totaljobs.com/job/89956552