IT Helpdesk Support

2 weeks ago

Chester, United Kingdom Pontoon Full time

**IT Helpdesk Support**

**12 Months**

**Chester - Full time in the office**

**£37,850 - £40,350 per annum DOE**

My high-profile banking client is looking for a IT Helpdesk Support to work on the Global Service Desk in Chester. You will be responsible and accountable for carrying out day to day tasks of the IT Service Desk function
- taking calls and chats, workingwith internal bank employees, resolving their issues and answering IT queries. The Service Desk currently receives high volume across both contact channels. In addition, you will be actively taking part in driving industry best practice within the team andworking globally with your counterparts to continue to develop a world class service desk.

You will be working on a shift basis, Monday - Friday either 9AM - 6PM or 10AM - 7PM, there is also 1 in 7 weekends you will need to work from 8AM - 5PM.

**Responsibilities**:

- Provide a consistent and customer focused approach when dealing with all user contacts
- Troubleshoot and provide first contact resolution where possible
- Log incidents with accurate and clear information including priority
- Direct incident routing to support teams and escalation where required
- Use and maintain existing processes and procedures towards achieving SLA
- Ensure training and development plans are maintained for your own personal development

**Requirements**:

- Hardware Support - Windows 10, Apple Mac, Bitlocker, fat and thin client
- Software - Office suite, including M365 and Office 2013,
- Virtual Machine support - Horizon client
- Network - Citrix, VPN, Cisco AnyConnect, Teleworker Products
- Dependable Customer Service background
- Experience supporting users via chat and phone
- Work well as a team and build relationships to the global partners
- Excellent organisational skills, with the ability to prioritise workload
- Ability to multitask and maintain focus on all areas of responsibility concurrently
- Background Experience with an IT support role supporting a large user base
- Good understanding and knowledge of clients, technology and processes supported within the Service Desk environment

Pontoon is an employment consultancy and operates as an equal opportunities' employer.

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