Service Desk Advisor
6 months ago
**Key responsibilities**
To fulfil standard requests using documented processes and procedures or escalate to Second Line Support or Application Support using agreed processes.
1. Manage incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.
2. 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.
5. Encourage and support users to use self-service systems to log, update, chase, receive updates and cancel calls.
6. Escalate calls to the First Line Manager, Second Line Support and Application Support as required.
7. Receive alerts and monitor the availability and performance of ICT systems using tools including Solarwinds.
8. Receive, review and update documentation to assist with the resolution of incidents and the fulfilment of requests.
**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
**Job Types**: Full-time, Temp to perm
**Salary**: From £20.63 per hour
Expected hours: 35 per week
**Benefits**:
- Company pension
Schedule:
- Monday to Friday
Supplemental pay types:
- Loyalty bonus
**Experience**:
- Service Desk Advisor: 3 years (required)
- local council: 1 year (preferred)
- supporting digital services: 6 years (required)
- IT troubleshooting techniques: 1 year (required)
Work Location: In person
Reference ID: LOCK
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