IT Service Desk Specialist
2 weeks ago
The** IT Service Desk Specialist **will provide first point of contact IT support to internal stakeholders; diagnosing, documenting, managing and resolving requests and incidents. Your overall scope will include;
- Providing incident & problem resolution and request completion in line with service level agreements.
- Using the company Information Technology Service Management System (ITSM) to manage service desk tasks.
- Following the ITIL Incident Management & Problem Management principles.
- Implementing the IT strategy in order to support the department and company’s strategic objectives
**Main Duties and Responsibilities**
- Provide on site, first point of contact IT assistance to the customer, primarily for our 2 London corporate offices
- Triage incoming tasks. Seek an immediate solution or workaround for incidents, review knowledge base & on-line recourse as appropriate.
- Manage the continued progression of tasks raised by your customers, whether assigned to yourself, your team, a vendor, external provider or another internal support team.
- Liaise with other internal support teams and third party providers to fulfil support requirements. Monitor the progress of those tasks, maintaining status update notes within the ITSM system and communication with the customer.
- Inform the department head of any customer issues, complaints or where a task is not progressing in accordance with the service level agreement.
- Ensure tasks are delivered on schedule and that what is delivered meets the agreed objectives and business needs.
- Document incident & Problem resolutions for use by IT Service Desk colleagues. to be added to department knowledge base.
- Produce incident resolution documentation to be accessible to the customer and shared through the customer facing knowledge base.
- Provide basic training to customers to resolve issues and/or restore service.
- Provide accurate information to the customer on IT services, systems availability and policy requirements.
- Manage IT procurement using the company finance solution.
- Undertake IT related administrative tasks as necessary to deliver departmental strategic priorities.
- Maintain & support all existing and newly introduced systems at end user and system level
- Maintain security compliance according to all local UK and Belmond global policies and regulations.
- Ensure IT Services support delivery is aligned with Belmond’s vision, mission, values and strategic priorities.
- Contribute to the continued, uninterrupted operation of IT infrastructure and systems required for the company’s services, secure from threats and operating within agreed performance metrics.
- Implement departmental strategies and associated plans as agreed with your head of department.
- Work with the department head to plan schedules and priorities and respond to any major issues.
- Available to travel to any Belmond business unit in the UK, to deliver support initiative relevant to the company’s interests.
- Participate in the OOH on call shift rota; all hours where no Service Desk staff are in the office will be supported remotely.
- Ensure high levels of customer IT satisfaction to all levels of the business, from the CEO and below
**Requirements**:
- Computer Science degree or equivalent
- One year customer service oriented, IT service desk desk experience.
**Broad experience of Network Computing and IT support including**:
- Computer, server and printer installation, configuration and basic hardware maintenance.
- Cloud productivity platforms such as Microsoft 365, Zoom, Teams
- Active Directory management.
- PC deployment, management & troubleshooting.
- Hardware skills necessary to investigate computer, printer, telephone, etc issues.
- Asset procurement, management, replacement and retirement.
- Familiarity with smartphones, Android and iOS
- Documentation, SOP creation, and end user training skills
**Benefits**
Competitive salary plus company benefits
**Location**:
- United Kingdom, London
Department:
- Business Support & Corporate Office
Employment type:
- Full-time
**Experience**:
- Entry level
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