Service Desk Analyst

DESCRIPTION

The User Support Team is a centralised first point of contact for people with IT issues.  User Support aim to provide excellent service in a friendly and efficient manner. 

This role concerns the provision of 1st level IT Telephony Support Services for the firm’s hardware and software products, using a call management system to manage throughput.  Meeting call targets and effectively utilising call escalating processes

Key support activities include:

•        Developing software and hardware knowledge

•        Managing incidents to resolution

•        Meeting call targets and quality standards

•        Managing customers effectively

•        Managing call referrals and escalations

•        Managing email and voicemail calls

•        Learning and supporting new/upgraded software/hardware

•        Developing cross team relationships

•        Using support tools to best advantage

Documentation

•        Maintaining procedural documents

•        Maintaining user guides and other document types

Other Tasks

•        User Support and cross-functional tasks as relevant.
 

The above is not an exhaustive list and will include completing other User Support activities, and any other reasonable task requested by management, which may include tasks outside the normal scope of this position.

Requirements:

3rd level computer degree or equivalent

In depth knowledge of the firm’s operating system, functions and features of the application software including:

  • LAN: Microsoft Active Directory Networking
  • Windows, MS Office,
  • Lotus Notes email or equivalent
  • Lotus Notes database support
  • Anti-virus & Anti-Spyware software
  • VPN
  • Active directory user administration
  • Cisco Call Manager & Cisco Unity administration
  • Wireless connectivity support

Knowledge of the Firm’s hardware:

  • Workstations (laptops and desktops)
  • Mobile & Smartphone devices
  • Printers/Scanners/Faxes (MFDs)
  • IP Telephony
  • Peripherals (keyboards, mice, monitors, docking stations)

Support Tools

  • The use of Remote Support tools to support Windows, Office applications, the Internet, Email, PCs, printers, phones etc.
  • The use of a call handling system for incident management

 

Personal Qualities

  • Excellent communication and interpersonal skills
  • Reliable and professional
  • Strong analytical/troubleshooting capabilities
  • Ability to multi-task and respond to changing priorities
  • Ability to refer and escalate issues using initiative and discretion
  • Consistent and accurate approach
  • Plan own work and meet deadlines
Ref: 87654NB

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