IT Solutions Technician - 1st 2nd line support

Efinancialcareers Limited
United Kingdom
£39,108 to £43,551
26 Sep 2017
03 Nov 2017
Contract Type
Full Time
Working to industry best practice, provide a one-stop support provision for end user requests. This will involve triage, analysis and resolution of all incidents and problems in relation to AV, hardware and software raised by users via telephone, remote access and/or face-to-face support. MAIN DUTIES AND RESPONSIBILITIES: To act as a single point of contact for IT Services, providing incident, problem and service request resolution for hardware, core applications and supported systems including audio visual and managed print service requests Operating to defined service levels and ITIL best practice, use service management systems to log, update and monitor the progress of incidents, major incidents and problems, and take action to resolve or escalate to third line as appropriate To participate and/or lead in campus based hardware, software or systems deployment and rollout programmes according to Change Management best practice, ensuring that any asset and configuration information is recorded and updated as required Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution including testing fixes to ensure problems have been adequately resolved Apply diagnostic utilities to aid in troubleshooting Perform post-resolution follow ups with users to ensure satisfactory completion of requests In collaboration with Service Management, produce reports relating to fix rates, SLA adherence and incident trend analysis to aid continuous improvement of the support service and further development of existing processes Lead on the development and maintenance of help sheets and FAQ lists for end users to be published through the self-service knowledge base To manage work packages and participate in cross campus projects as required Be responsible for the management and upkeep of the physical environments for which the Support Services team has ownership / responsibility Evaluate documented resolutions and analyse trends for ways to prevent future problems Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution Ensure that sufficient resources are deployed at all times and to all areas accommodating both UEL's and Birkbeck University's teaching and learning schedules, maintaining an optimum level of service support and achievement of agreed service level targets Participate in the development and production of relevant procedures and processes for use by the team, ensuring these are published, communicated, updated and adhered to To ensure that a professional, customer focused approach is adopted at all times To be flexible in supporting all Service Delivery requirements as and when necessary including rota cover of USS evenings and weekends, when required To undertake any other duties commensurate with the grade as required by the Associate Director, Client Services and/or their delegated representative KNOWLEDGE AND EXPERIENCE: Must be able to demonstrate an extensive working knowledge of current and emerging IT/AV technologies and be able to detail the support challenges for these technologies and how these could be overcome Experienced in the delivery of excellent customer service, must be able to demonstrate the key success factors associated with this Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes Must be proficient in supporting and directing the support of current and past AV technologies and/or Microsoft and MAC operating systems and associated software with demonstrable experience in a similar support role Use specialist knowledge to recommend, design and deliver solutions to address complex issues and continually improve efficiency, continuity and the IT/AV customer experience
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