IT Support Desk Officer 1 - IT Support Desk Officer

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Posted: 31/01/2019 08:42
Start Date: Not Available
Salary: 25,000-30,000
Location: Brixton
Level: Entry Level
Deadline: 19/05/2019 23:59
Hours: 35.00
Benefits: Competitive
Job Type: Permanent

 

 

We are looking for an IT Support Desk Officer to act as the ‘first line’ contact for all end user (customer) IT Requests and Incidents. This role is crucial in maintaining good relationships and communication between IT and the rest of the organisation.

Our IT department is small but plays a key role in keeping the organisation up and running. In this role you will deal with a variety of customers ranging from people in front line services like support workers and neighbourhood officers to back office functions like HR.   

 

 Key responsibilities include:

  • Ensure all IT incidents and requests are logged in the Service Desk Portal.
  • Monitor the IT Service Desk portal and process incidents and request in line with IT procedures and processes.
  • Ensure all support tickets are monitored, processed and resolved in a timely manner.
  • Identify the nature of technical problems and work with colleagues and external suppliers as required.
  • Encourage, maintain and develop a professional business relationship with customers by providing a prompt and efficient service.

 

For this role we are looking for someone with experience working in a Service Desk Environment and of using Service desk Management tools. Also, you will need to have experience creating users and permissions and solid knowledge of Active Directory and Exchange. 

Housing for Women is an independent organisation and we support women in London to challenge the inequalities they face. As a charity and a registered housing association, we are proud to have housed London’s women for 80 years; providing secure, affordable housing and related services to help them make the most of the opportunities they have

 

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Role Profile

 

Job Title:                    IT Support Desk Officer                                                        

Department:          Finance and Resource         

Reports to:            IT Manager    

Location:               Blue Star House

           

 

Overall Aim

 

The IT Service Desk Officer is the ‘first line’ contact for all end user (customer) IT Requests and Incidents.  This role is crucial in maintaining relationships and communication between IT and the business.

 

Exceptional Customer Service skills with technical knowledge are required when responding to phone calls and emails from the end user. They will respond to queries, resolve incidents and request, and escalate to other members of the IT team when required.

 

 

 

Key Responsibilities

 

  • Ensure all IT incidents and requests are logged in the Service Desk Portal.
  • Monitor the IT Service Desk portal and process incidents and request in line with IT procedures and processes including creation of new accounts.
  • Ensure all support tickets are monitored, processed and resolved in a timely manner.
  • Identify and diagnose the nature of technical problems and use problem solving skills to resolve issues
  • Encourage, maintain and develop a professional business relationship with customers by providing a prompt and efficient service both internally and externally.
  • Ensure that customers are dealt with professionally.
  • Communicate IT changes and outages to the effected business
  • Complete IT tasks as directed by the IT Manager.

 

Key Results

 

The effective management of IT Support desk Tickets whilst maintaining high levels of customer satisfaction. 

 

Other Duties

 

  1. To act in accordance with the aims of Housing for Women.
  2. Attend meetings, conferences, courses and training sessions as required
  3. To undertake other duties reasonably expected of the post
  4. To attend occasional evening and weekend meetings and events.

 

 

Please also be aware of and follow Housing for Women’s policies and procedures, with particular attention to health and safety, data protection, equality and diversity and customer service excellence. To further your development and knowledge you will be expected to attend training as necessary.

 

Housing for Women reserves the right to amend this role profile as necessary, after consultation with the post holder, to reflect changes in or to the role.

 

Role Experience, Knowledge and Skills Profile

 

Job title

 

 

Essential

 

Desirable

Experience & qualifications

Working in a Service Desk environment with experience ranging from 2 - 5 years providing at least 1st level support is preferred.

Excellent telephone, written and communication skills

Experience using Service Desk Management tools

Good knowledge of software and hardware products. 

Graduate in IT or related field

 

Experience of Housing and Case management solutions

Salesforce Admin

ITIL foundation Certificate

Knowledge

Technical Knowledge of Active Directory and exchange

Creating Users and permissions

Knowledge of MS Office suite

Support End users on RDP

Using MDM solutions

 

 

Exchange online and Office 365

 

Skills

Active Directory

Office 2010 and O365

Setup of mobile devices and Laptops

Strong communication skills

Analysis and problem solving skills.

 

Salesforce

Personal style and behaviour

Friendly, approachable and professional

 

Other requirements

 

 

 



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