Contribute towards the delivery of an efficient ICT Service Desk, providing a rapid response to resolve calls where this can be achieved immediately, or re-assigning to the appropriate internal or external support group.
Main duties of the job
* To provide and assist with 1st/2nd line user support following direction.
* To be a member of the ICT Service Desk team promoting excellent customer service and recording and solving incidents at the first point of contact.
* To contribute to an efficient and effective ICT Technical and systems support/operational development service, which maximises the availability and reliability of the corporate and departmental systems/ICT equipment to end-users.
* To assist with the installation and configuration of new PCs and to deploy these to staff, following set procedures and processes.
* To ensure that the ICT equipment deployed is correctly logged and recorded on an asset database.
* To support the ICT Technical Support Engineers/Technicians.
Person Specification
Qualifications
* GCSEs Grade C or equivalent in Maths, English and a Science.
* Formal ICT related qualification or equivalent level of ICT experience.
* ECDL or Equivalent.
* UKCHIP.
* MBCS.
* Customer Service Qualification.
* A working knowledge of supporting PCs, laptops, mobile devices, Microsoft operating systems and software.
* Experience of providing support to PC users in a business environment.
Skills
* Knowledge of configuration/installation of PC applications, peripherals and hardware.
* Proficient in using Windows.
* Proficient in using Office and other Desktop applications.
* Good verbal and written communication skills.
* Knowledge of Windows Server.
* Knowledge of Active Directory, DNS, DHCP.
* Knowledge of other Microsoft Back Office products.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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