Overview

Job Introduction

To provide a single point of contact for all staff in relation to IT request, issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all SLAs are adhered to. Resolutions should be provided in an effective and timely manner.

Role Responsibility

Objectives

  • Provide exceptional customer service
  • Fix 70% of incidents at first contact (where possible)
  • Ensure adherence to SLAs
  • Ensure that incidents are dealt with according to customer and priority needs
  • Ensure all incidents are accurately logged
  • Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
  • Follow processes to ensure that a high quality of service is provided to internal and external customers
  • Desire to build relationships within the service desk team, the IT group and the wider organisation
  • To understand the business and its objectives

Responsibilities

  • Log all incoming calls to the service desk
  • Ensure that information is accurately recorded in the service management tool
  • Understand and follow defined best practise guidelines and frameworks E.g. ITIL
  • Ensure that incidents are assigned to the correct resolver team
  • Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users
  • Adheres to and enforces where necessary the DAC Beachcroft quality and information security policies and procedures including but not limited to ISO9001 and IS27001
  • Work with the problem management team or other virtual teams as required
  • Undertake desk side support visits as and when required
  • Provide basic in-house training to end-users
  • Contribute to the knowledge base
  • Act as a single point of contact
  • Contribute to Problem Management team as and when required
  • Take part in testing of new releases or contribute to virtual teams in project work
  • When required represent the service desk at team and department meetings
  • Plan and prioritise work to ensure that deadlines and targets are met
  • Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments
  • Is also willing to take ownership on any other tasks and responsibilities required until complete
  • Work  patterns: 12:30 – 5pm, Monday to Friday.

IT Incident Management

  • Ensuring timely and appropriate ticket closures in line with agreed Service Level Agreements
  • Ensuring incident diagnosis of impact and urgency leads to correct prioritisation of work.
  • Ensuring tickets accepted within Service Management tool prior to working on
  • Ensuring on re-assignment of ticket that appropriate level of detail added to ticket
  • Responsible for accurate and comprehensive incident records, ensuring all activity documented within Incident ticket, categories reviewed and amended if appropriate on completion, resolution and root cause detail added on completion

IT Request Management

  • Ensuring timely and appropriate ticket closures in line with agreed Service Level Agreements
  • Ensuring tickets accepted within Service Management tool prior to working on
  • Ensuring on re-assignment of ticket that appropriate level of detail added to ticket
  • Responsible for accurate and comprehensive incident records, ensuring all activity documented within Request ticket, categories reviewed and amended if appropriate on completion, resolution and root cause detail added on completion

IT Problem Management

  • Ensuring tickets accepted within Service Management tool prior to working on
  • Ensuring on re-assignment of ticket that appropriate level of detail added to ticket
  • Responsible for accurate and comprehensive incident records, ensuring all activity documented within Problem ticket, categories reviewed and amended if appropriate on completion, resolution and root cause detail added on completion

Health and Safety responsibilities

  • Follow Group and company policies and procedures at all times;
  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
  • Use all work equipment and personal PPE properly and in accordance with training received;

The Ideal Candidate

Experience

  • Minimum 1 – 2 years’ experience in an IT Service / Help Desk role or similar
  • Understanding or worked in an ITIL environment
  • Experience in delivering to SLAs and other key performance indicators

Qualifications

  • 5+ A – C GCSE’s
  • 3 A Level’s or GNVQ’s
  • ITIL V2 or V3 Foundation (Desirable)
  • CompTIA A+ Certification (Or equivalent experience)
  • Microsoft Certified IT Professional Qualifications (Desirable)

Personal skills

  • Excellent telephone manner
  • Must be able to work in a highly pressurised environment and be in possession of multi-tasking capabilities
  • Able to use influencing skills and get results from people who are not direct reports
  • Good communication skills – both written and verbal
  • Ability to organise own workload and the teams workload
  • Customer focused – ability to manage customer expectations
  • Self-motivating and able to work under own initiative
  • Innovative in respect of service support and ways in which it can be improved.
  • Must be able to work well in a team environment
  • Excellent attention to detail