2nd Line Desktop Support
£20K - £25K
My client, a leading insurance firm, are looking for someone to join their 2nd line desktop support team. The main focus of this role is as follow:
· Provide expert technical analysis & fault resolution to all Desktop related problems and requests
· Assist IS colleagues in the resolution of infrastructure and software related support issues where appropriate
· To provide a professional customer focussed service
The individual will be responsible for:
· Provide second line fault resolution against SLA for desktop related technology
· Ensure that all requests and problems logged with the IT service centre are progressed and resolved and the customer is update with progress as defined in the SLA.
· To establish, develop and maintain credible working relationships with business contacts, being an ambassador for IS
· To develop effective working relationships with colleagues across IS to gain support and commitment when delivering daily IS service
· To keep IS colleagues, team leaders and manager regularly informed of the status of specific resolution activities
· Liaison with 3rd parties where appropriate
· Follow ITIL based incident and problem management procedures to ensure a cost effective and efficient service
· To recommend opportunities, and to participate in the delivery, of activities that will improve overall customer satisfaction and ensure continuous improvement of the service that IS delivers to its customers
Skills required are as follows:
· Good understanding of customer base and associated systems
· Strong customer focus
· Strong communication skills, written, face to face and telephone
· Strong technical knowledge of Microsoft desktop products including NT/XP/MS Office suite
· Good understanding of infrastructure components (e.g. Network, Exchange, Citrix - as applicable)
If you feel suitable, please apply.
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£20K - £25K
My client, a leading insurance firm, are looking for someone to join their 2nd line desktop support team. The main focus of this role is as follow:
· Provide expert technical analysis & fault resolution to all Desktop related problems and requests
· Assist IS colleagues in the resolution of infrastructure and software related support issues where appropriate
· To provide a professional customer focussed service
The individual will be responsible for:
· Provide second line fault resolution against SLA for desktop related technology
· Ensure that all requests and problems logged with the IT service centre are progressed and resolved and the customer is update with progress as defined in the SLA.
· To establish, develop and maintain credible working relationships with business contacts, being an ambassador for IS
· To develop effective working relationships with colleagues across IS to gain support and commitment when delivering daily IS service
· To keep IS colleagues, team leaders and manager regularly informed of the status of specific resolution activities
· Liaison with 3rd parties where appropriate
· Follow ITIL based incident and problem management procedures to ensure a cost effective and efficient service
· To recommend opportunities, and to participate in the delivery, of activities that will improve overall customer satisfaction and ensure continuous improvement of the service that IS delivers to its customers
Skills required are as follows:
· Good understanding of customer base and associated systems
· Strong customer focus
· Strong communication skills, written, face to face and telephone
· Strong technical knowledge of Microsoft desktop products including NT/XP/MS Office suite
· Good understanding of infrastructure components (e.g. Network, Exchange, Citrix - as applicable)
If you feel suitable, please apply.