Service Desk Advisor

2 weeks ago

North London, United Kingdom Colbern Limited Full time

379782-1291-23307 NCD

Service Desk Advisor

Islington

Contract

£20.63 per hour PAYE

Our client is looking for an experienced Service Desk Advisor.
- Interpreting issues and concerns from a cultural perspective and address situations or

problems from the points-of-view of multiple cultures
- Supporting people with long-term health conditions and/or disabilities
- Recognising the value of flexible working to support staff where possible

Key responsibilities

The Service Desk Analyst will provide day-to-day support via the service desk, to diagnose

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.

4. Proactively keep users informed throughout all stages of all processes by phone,

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.

9. Maintain accurate records relating to incidents, requests, assets, licences, and other

aspects of IT service management.

10. Provide on-site support/training to users of the systems as required
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.

Experience of supporting corporate and

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

Ability to establish effective working relationship

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer.

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