Service Centre Technician

18.45 per hour PAYE / £23.03 per hour Umbrella PAYE

The role of the Service Centre Technician will have a strong customer service ethos for engaging with service users to resolve issues, where possible, at first point of contact.

A Service Centre Technician will resolve complex problems affecting use of ICT systems to maintain underlying business proces; ensures all problems are resolved or channelled to appropriate support function.

* To provide first- and second-line support on IT-related service call from software to hardware on a range of platforms, providing basic user account administration and troubleshooting

* Provides specialist technical expertise in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software

* To take ownership of service incidents until resolved escalating where necessary to the third-line support staff and suppliers

* To follow up the status of problems on behalf of the user and communicate progress in a timely manner

* To support and assist in the tracking of the use of software and compliance of software licences

* To provide statistics and associated information for Service Desk reports

* To support and assist in the development of Disaster Recovery plans ensuring these are consistent with the Corporate Business Continuity Plan

* Knowledge of ITIL practices

* Knowledge of ITIL service delivery, complex IT procurement

* The ability to manage customer expectations and ensure effective communications with colleagues and customers

* Is familiar with the security standards and all relevant legislation that affects security within the defined scope of authority

* Incident and Problem Management experience – Managing incidents including business expectations and communication

* Basic User & Security Group Active Directory administration

* Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office