IT Helpdesk Support

Recruiter
Gi Group
Location
United Kingdom
Posted
11 Jan 2018
Closes
16 Feb 2018
Contract Type
Permanent
Hours
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