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IT Helpdesk

  • Location

    Leominster, Herefordshire

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    £20000.00 - £23000.00 per annum

  • Contact:

    Adam Ali

  • Contact email:

    adamali@workwithglee.com

  • Job ref:

    BBBH22074_1605177530

  • Published:

    20 days ago

  • Consultant:

    Adam Ali

***SHIFT BASED DAYS AND NIGHTS ROTA***

In your new company you will be tasked to provide 1st line IT support (including call logging and management) to all IT users within the business

Principal Accountabilities

  • Answer Helpdesk support calls, providing 1st line support during normal business hours and

participating in an out of hours support service (on a rota)

  • Liaise with internal users to resolve problems and queries
  • Liaise with customers and 3rd parties, as and when required, to resolve problems and queries
  • Manage support requests coming into the department, engaging with internal support teams (as

appropriate), ensuring that the service delivered is within agreed service levels

  • Analyse support requests and participate in creating/improving Helpdesk 1st response processes and

procedures

  • Create and maintain relevant team documentation, work instructions, FAQ's and support guides
  • Work closely with internal users to identify support or change requirements, where appropriate

recommend possible solutions, for systems within your remit

  • Ensure Helpdesk performance is measured and reported in a timely fashion via agreed departmental

processes

The role pays a market rate salary of £23,000

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