2nd Line Service Desk

Permanent @Garniche Jobs UK in IT
  • Hillingdon, Greater London View on Map
  • Post Date : January 11, 2023
  • Apply Before : March 10, 2023
  • Salary: $3,300,034,000.00 - $34,000.00
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Job Detail

  • Job ID 306008

Job Description

2nd Line Service Desk

Responsibilities
• To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.
• Must be self-motivated with excellent customer service and liaison skills
• To be proactive and "own" calls residing on the Service Desk
• Drive/manage calls to resolution within SLA
• Act as a first line escalation point (for immediate issues) and refer more complex issues
• Handle calls escalated from 1st line and assist 1st Line when required
• Liaise with customers and 3rd Parties as and when required
• Develop content in Knowledge Base
• Pro-actively resolve issues with service calls, escalating when required
• Ability to mentor and instil best practices in others in terms of ticket management and customer care.

Experience/Knowledge;
• Excellent communicator both written and verbally
• The ability to work well alone and under pressure
• Previous experience of Wintel environment
• Analytical Skills
• Clear and professional telephone manner
• Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook – Exchange/ Google mail), fault diagnosis, AD, Citrix.
• Assist with assignment of calls
• Assist with call queues.
• Basic Hardware knowledge (HP platforms)
• Build knowledge of Bespoke Business Apps
• Wintel knowledge (Win 1011, Windows Server 2008/16)
• Basic Networking knowledge
• Call ownership and monitoring
• Basic Exchange Administration
• Assist with Tablet Devices issues
• Assist with Mobile Device issues
• Working knowledge of Google Apps and MS Office 365 Microsoft Partner Portal
• Knowledge of ITIL practices and processes

Preferred Qualifications/Experience/Skills (Not Essential);
• MCITP Windows Server/Workstation Administration
• Microsoft Office Specialist (to include MS Azure and O365)
• Citrix certification
• ITIL Service Management Foundation
• SAN technologies
• Citrix
• Ms Exchange
• Smartphones
• SQL

2nd Line Service Desk