Service Desk Assistant

Salary / Rate:

GBP 6.25-8.20 

Location:

West Yorkshire 

Rate:

Hourly 

Job Type:

Permanent 

Sector:

Support (Application / Server / System / Network) 

Date Posted:

03/02/2010 

Reference:

NESUK-KB/P/Service Desk Assistant 

My client has a requirement on the IT Service Management team for an experienced
Service desk professional, starting ASAP.

HOURS OF WORK ARE:
Wednesday 1pm � 7pm
Thursday & Friday 2pm � 7pm

The Service Desk is a small, well integrated and very busy team who are now recruiting an IT Service Desk Assistant to meet the 1st line support demands for a number of new IT Services to around 5000 internal and external colleagues

The successful candidate will be able to start with minimum supervision and Training will understand the significance of SLAs, OLAs, exceeding customer expectations and relationships with 3rd party suppliers of the business.

This role will require :

� Exemplary customer service skills.
� Experience working in a busy Service Desk environment, effectively managing calls to deliver end to end customer service.
� Experience using ITBM or any comparable call logging tool.
� An understanding in the use and functionality of ITBM and all its services.
� Understand the relevance of SLAs and OLAs to the business and how ITBM manages them.
� Log calls with comprehensive quality data that is clear and unambiguous.
� Monitor the quality of calls logged by junior staff and provide training where necessary
� Able to resolve 25% of the following call types with some assistance:
o Laptops/Desktops
o Toughbooks
o PDA/Other
o Printers
o CITRIX/VMware


To apply please send your CV to

kate.brennan@nesoffice.co.uk

Or call

0161 942 7120