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Service Desk Advisor

3 months ago

London, Greater London, United Kingdom Aj office supplies ltd Full time
Key responsibilities


To fulfil standard requests using documented processes and procedures or escalate to Second Line Support or Application Support using agreed processes.

Manage incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.


Provide remote assistance over the phone and advice to users through instant messenger and through the use of remote support tools such as Dameware.

3. Assist with issuing and resetting passwords using agreed procedures to maintain system security.

Encourage and support users to use self-service systems to log, update, chase, receive updates and cancel calls.

Escalate calls to the First Line Manager, Second Line Support and Application Support as required.

Receive alerts and monitor the availability and performance of ICT systems using tools including Solarwinds.

Receive, review and update documentation to assist with the resolution of incidents and the fulfilment of requests.

Maintain accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management.

Provide on-site support/training to users of the systems as required.

Participate in team meetings, training, and other team activities.

Participate in local IT development groups and other meetings as requested. 13. Work with other team members, and business managers across the department to improve support to the business

Criteria description


Extensive experience of supporting digital services in a large organisation, assisting users over the phone, and using remote support tools as well as face to face contact to complete incidents and requests effectively and to the users' satisfaction.

Criteria description

Proven ability to communicate with colleagues with varying levels of ICT skills in potentially pressured circumstances

Knowledge of the work social care and the information requirements

Knowledge of IT troubleshooting techniques and ability to relay detailed instructions to users to assist with fault resolution

Proven ability to use remote tools to resolve incidents and complete service requests including installing software using a software delivery tool

Salary:
£20.00-£21.00 per hour

Benefits:

  • Company events
  • Company pension
  • Gym membership

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Bonus scheme
  • Commission pay
  • Performance bonus
  • Tips
  • Yearly bonus

Experience:

Service Desk Advisor: 4 years (required)
- social care and the information requirements: 5 years (preferred)
- f IT troubleshooting: 5 years (required)

Work Location:
In person