IT Support

10.00 - 12.50 GBP Hourly + GBP10 - GBP12.50/hour
20 Mar 2019
27 Mar 2019
Contract Type
IT Support Desk Analyst - Contract (Could go permanent) - Warwick - GBP11.00-GBP12.50 Per hour
Full time hours - 8:30am to 4.30pm - Canteen on site
Working for a charitable organisation which supports 28 schools across the UK, you'll work in a friendly sociable environment apart of a helpdesk team of 9 providing 1st line support to users via a ticketing system. You'll be dealing with both incidents and requests, which will involve installing, configuring and troubleshooting a range of software and hardware systems as well as administering user accounts server side.
* Assist customers seeking technical assistance by service ticket, phone, email or walk-up.
* Perform remote software and hardware troubleshooting and diagnostic techniques and pertinent questions.
* Determine and resolve issues using the best solution identified from the original customer description of the incident, your own troubleshooting and questions to the customer.
* Walk the customer through the problem-solving process, where applicable.
* Record, update and resolve tickets in our ITSM platform, Service Now.
* Direct unresolved issues to the next level of support personnel.
Ideal Skills/Knowledge Required
* Excellent Customer Service and Communications Skills with the ability to keep calm under pressure.
* Solid experience as a Support Desk Analyst or other IT customer support role.
* Ability to work quickly and efficiently unsupervised to meet personal and team targets.
* Good working knowledge of Microsoft operating systems, Office productivity software and user administration tools.
* Familiarity of Windows based PC's, printers, UPS's, Switches and other networked devices.
* Ability to diagnose and resolve software and hardware issues