Service Desk Executive
4 weeks ago
**Role: Service Desk Executive**
**Duration: 1 Year Fixed Term Employment**
**Location: London, EC2N 3AS (onsite)**
**Salary: £30K/Annum**
**Skills**:
- Perform L1 and L2 administrative tasks for Windows 10
- Install licensed software on end user machines
- Coordinate with hardware vendor/OEMs for break fix.
- Provide technical and configuration support for any Office 365 products (E.g., Outlook, Office Suite)
- Provide technical expertise for products
- Cisco VPN
- McAfee EPO
- Call Manager (If required)
- Work with customer teams for any assistance on SpecOps or PDQ.
- User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.
- Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).
- Optimization. Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
- Systematically interprets user problems and identifies solutions and possible side effects.
- Uses experience to address user problems and interrogates database for potential solutions.
- Escalates complex or unresolved incidents.
- Records and tracks issues from outset to conclusion.
- During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
- Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process and advises relevant persons of actions taken.
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