Our client, A Large public sector organisation, is looking for 2X Service Desk Admin Officers to join their team in Belfast.
Duration: 6 months - with possibility of extension
Rate of pay: £12.59 per hour
Hours: 8 to 4 or 9 to 5 - Monday to Friday
Location: Belfast - Goodwood House,
Start date: ASAP
Key Responsibilities
The Service Desk has a key role in communicating the services and answering queries between Finance Shared Services ( Account NI ) and its customers, both departmental and external. The main duties of the post are:
* Manage the resolution of customer complaints/feedback within agreed timescales.
* To use telephony and email service to provide technical assistance to Departments and external customers. With reference to the Key Performance Indicators in the Memorandum of Understanding ( MOU)
*Log emails within three days of sent date.
* Log all emails unless they relate to an existing incident or is a duplicate which have already been logged.
* Full and appropriate use of SNOW software templates when resolving incidents to ensure a coherent and informative resolution from Service Desk.
* Highlight any missing templates, information or issues relating to SNOW templates to the relevant person.
* Provide high level customer service standards, while ensuring Data Protection Policy are adhered to.
* When applicable assign incidents to the relevant party related to data protection and privacy such as Access NI Invoices.
* Ensure that all emails sent to acquire further information regarding queries to customers/suppliers are coherent, structured and professional.
* Follow through with queries and find the required answer and report back to the customer or team promptly.
* Adding new ANI users through BCP software
* Adhere to the password rota to ensure that all applicable accounts are unlocked/ reset within the expected time frame to ensure that the productivity within departments is not negatively impacted.
* Follow the password guidance to ensure that security checks are followed and add the details of each applicable check within each account related incident.
* New users are set up and provide them with their details and password within the appropriate time frame.
* 5 GCSE’s A-C including Maths & English (We will require proof at time of application)
**Please note that successful applicants will be required to complete an AccessNI check**