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Service Desk Advisor

4 months ago

Islington, Greater London, United Kingdom Fox Morris Group Full time

Service Desk Advisor

London - Hybrid

3/6 months contract - rate negotiable

The Role

Responsibilities

  • 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.
  • Assist with issuing and resetting passwords using agreed procedures to maintain system security.
  • Encourage and support users to use selfservice 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 onsite 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.
  • Work with other team members, and business managers across the department to improve support to the business.
  • Undertake other duties commensurate to the grade of the post.

Experience

  • Proven ability to communicate with colleagues with varying levels of ICT skills in potentially pressured circumstances.
  • 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.
  • Demonstrable awareness of ITIL best practice

Job Types:
Full-time, Temporary contract, Fixed term contract

Contract length: 3 months

Salary:
£15.00-£20.00 per hour

Work Location:
In person