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SALARY: Up to £24,500 depending on experience
JOB TYPE: Permanent
HOURS: Full Time
LOCATION: Hitchin Campus as well as providing support to all campus sites.
JOB PURPOSE:
Provide a first-class IT support service via telephone, remote or e-mail and from time-to-time perform desk-side visits to resolve incidents and requests, while managing customers’ queries in the most effective and professional manner.
MORE THAN JUST A SALARY
* Contributory pension scheme
* For a full outline of benefits, click here
PERSON SPECIFICATION
* Familiarity with Windows
* Knowledge of Mac OS would be useful but not essential.
* 2+ yrs. Microsoft SCCM experience
* Experience and knowledge of OS deployment rollout.
* Experience of application packaging and deployment
* Knowledge of the ITIL management framework
* Experience in fault diagnosis and rectification
* Experience of using IT Service Desk software
* Awareness of ITIL processes and procedures
* Exceptional Customer Service skills
* Use of a car for travelling between sites is essential for this role
ROLES AND RESPONSIBILITIES
* Adherence to Service Desk policies, procedures and processes and proposing associated improvements.
* Log customer incidents and requests on the Service Desk ticketing system, ensuring the customers’ needs have been established and the relevant information and diagnostics to aid investigation and resolution has been captured.
* Pro-actively monitor, prioritise and manage active tickets to ensure they meet the target resolution and Service Levels – identifying any problems or SLA failures.
* Liaise and assist other IT and non-IT support teams across Hart Learning Group to ensure that the company receives the best possible levels of customer service within pre-defined Service Levels.
* Resolve customer queries in an efficient and effective manner, managing expectations clearly when immediate resolutions are not possible.
* Ensure daily shift responsibilities are carried out.
* Identify and communicate problems, potential ideas and improvements to enhance the existing support services and Service Levels.
* Assist with general administrative duties, where appropriate.
TO APPLY
Please state which vacancy you are applying for:
Full name:
Email:
Are you eligible to work in the UK:
CV upload:
Please download the Equality and diversity fair recruitment form at the bottom of this page, fill in and upload. Equality and diversity fair recruitment form:
The Hart Learning Group is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. Successful applicants will be required to undertake a Disclosure and Barring Service (DBS) check, as our posts are exempt from the Rehabilitation of Offenders Act 1974 and the amendments to the Exceptions Order 1975, 2013 and 2020. It is also an offence to apply for a role if you have been barred from working with children, young people and vulnerable adults.
Please note these vacancies may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.
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