IT Helpdesk Support

Gi Group
United Kingdom
11 Jan 2018
16 Feb 2018
Contract Type
Full Time

IT Helpdesk Support role (Externally provided)

Basic Description

Your Responsibilities

- First point of contact for MOGB/IE or MOSE/DK Helpdesk [Telephone] [E-mail] [fax] [Skype for Business]
- Log all calls on Service Now system assigning appropriate Priority and Service Level
- Assign Service Now calls to appropriate IT Specialist and check SLC times are being adhered to
- Provide Feedback to Internal customers
- Administer Asset tracking software (Service Now) . Assign & re-assign equipment that has been returned to IT
- Package and send goods form IT on the relevant Carriers. Receive goods in
- Ensure that returned equipment is processed and stored correctly
- Keep packaging, store and workstation area tidy
- Quick fix tasks - e.g. reset AD and SAP passwords.
-Handle collections and drop-offs at IT counter

Your Profile

Functional Expertise
 Good telephone manner
 Good keyboard and Microsoft Office skills
 High level of accuracy to maintain asset tracking

Understanding the Business
 Prioritize support to users based on SLC in order to assign Service Now Ticket correctly
 Understand the importance of Account Manager and Customer Service to Hilti

Understanding and defining what needs to be done
 Being able to work without supervision
 Clear understanding of the IT Support process - Incident/Service support ticket
 Understanding the Swap process
 Understanding the importance of an accurate Asset database

Getting things done
 Efficient and organised worker
 Able to meet deadlines - (Hot Swap process)
 Completing tasks

Working with others
 Accuracy
 Team Player
 Good communication skills
 Able to work under pressure

Non negotiable criteria
 Basic operating understanding of PC
 Good -Supportive Telephone manner
 Sweden Helpdesk support - must be fluent in Danish & English