1st/2nd Line Helpdesk Analyst
1 month ago
1st/2nd Line Helpdesk Analyst sought by leading investment bank based in Belfast.
You will be supporting approximately 26000+ users with over 30000 desktops, plus laptop and Corporate Mobile devices.
A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business including implementing other changes across the Desktop environment and infrastructureit uses.
The Service Desk currently provides coverage 24x7 from Monday to Sunday and implements a follow the sun model between Belfast and San Antonio so shift work will be included.
Key Responsibilities and Performance
- Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console.
- Directly assist clients with any end-user issue for general faults, request identification and resolution.
- Function as part of a complete service team providing the solution most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them.
- Regularly identify repetitive faults through communication with other groups and statistics available from Problem Management systems Investigate and implement permanent fixes.
- Liaise with business areas providing guidance and solutions; identify technology enhancements pro-actively with a view to improving day-to-day productivity.
- Contribute to documentation as required.
Core Role Competencies
- Technical Knowledge: Has a recognizable area of technical competence. Familiar with different Operating systems including but not limited to XP/ Win7/Win10/Mac and also MS Office Professional (all flavours)
- Processes/Procedures: Ensures processes and procedures are in place for self and others to use. Seeks ways to improve existing processes, making adjustments or recommending reengineering improvements.
- Personal Agility / Continuous Improvement: Observes situational and group dynamics and selects the most appropriate approach to fit the needs of others. Takes on different assignments with different situations.
- Effective Communication: Is able to effectively communicate across a number of communication settings and regularly does so. Takes time to consider what the partner knows and cares about, drafts messages, and rehearses so that they are confident deliveringthe content of the message. Seeks input, checks understanding and presents message in different ways to improve understanding.
- Problem Solving and Decision Making: Makes sound decisions. Considers relevant factors and uses appropriate decision-making criteria and principles. When making decisions, uses a mix of analysis, wisdom, experience and discernment. Assesses business needs,anticipates problems. Works independently and is self-directed.
Alex Reeder
Harvey Nash Finance & Banking
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