1st Line Support
This position will include someone to providing systems administration support to the Service Desk facility and ensuring that all users of the Service Desk facility receive a friendly, helpful, and efficient response and continual updates, until incidents are satisfactorily closed. At present the team is taking upto 120 calls per day shift.
To keep the system operational by:
Performing system administration tasks as defined by the Operating Procedures
Routinely monitoring the system using the software and hardware tools provided
Responding appropriately to errors or faults as notified
Maintaining information regarding the system activities so as to be able to respond to enquiries.
To help resolve fault calls by:
Providing assistance and initial information to callers
Identifying and resolving common problems
Adhering escalation/elevation processes and procedures
Timely and accurate inputting of data into the call logging system
Ensuring that Incidents and Service Requests requiring further help are referred to the appropriate agency e.g. 2nd Line Systems Administrators, the Operations Support Group, Daisy Computers, etc.
To adhere to the customer care policy
To contribute to the planning and development of the overall service.
Experience providing system administration to company / mission critical IT systems and the ability to contribute to their further development.
Commitment to an ethos of superior service and the ability to work effectively whilst under pressure.
Good communication and interpersonal skills in order to meet the needs of a wide range of external and internal service clients and to develop effective working relationships within system.
Solid IT troubleshooting skills in order to deal with a wide range of different processes and systems.
Bespoke Identification software
LANDesk call Logging and Service Management tool set
Applicants must be able to hold and maintain UK Government clearances