Helpdesk Technician

Wrexham, Clwyd
19 Jun 2017
19 Jul 2017
Contract Type
Full Time

Position Summary: The role of Helpdesk Technician will be responsible for providing 1st line support to DTCC employee’s globally. The Helpdesk Technician will work on calls/ incidents and tasks via the in-house incident management tool Service Now adhering to strict SLA’s. Incidents range from Hardware, Software, Telephony, Mobile Phone (Blackberry/BYOD) DTCC virtual infrastructure, laptops and Printers.

The Helpdesk Technician will troubleshoot technical support incidents by telephone, via e-mail, or through remote access tools in a timely and accurate fashion, and escalate support incidents to the relevant 2nd and 3rd level teams.


·        Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, via e-mail, or through remote sessions.

·        Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner.

·        Effectively resolve escalated workstation issues.

·        Effectively document all support efforts into the incident tracking system.

·        Assist with troubleshooting outages/interruption of services hosted by DTCC.

·        Contribute to the ongoing cycle of improving End User Support processes

·        Support the New Hire, Termination, and Transfer processes comply with DTCC Corporate policies and procedures through proper documentation and the timely execution of the workflow tasks.

·        Maintain accurate records of assets via timely and accurate updates of the asset tracking system.

·        Perform miscellaneous tasks as needed.

·        Flexible work schedule to ensure global coverage

·        Knowledge and Skills:

·        Helpdesk Experience

·        Excellent Customer Service & Troubleshooting Skills

·        Excellent Communication Skills (oral and written)

·        Active Directory

·        Windows 7

·        Blackberry Enterprise Server

·        GOOD (MDM)

·        Lotus Notes

·        McAfee EPO

·        Microsoft Exchange

·        Microsoft Office 2010/ 365

·        RSA Authentication Manager

·        Virtualization (VMware\Citrix)

·        Basic Networking understanding (TCP/IP)

·        ServiceNow

Experience: Minimum 2 years Helpdesk Support preferred.  Open to fresh grads.