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| Job Details: |
Job
Title: |
Service Desk Analyst / IT Helpdesk (Part time) - Milton Keynes |
| Reference: |
PTLB6150 |
| Date
Added: |
15 March 2010 |
| Job
Type: |
Part-Time |
| Key Skills: |
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| Description: |
Our prestigious and established client is looking to recruit a Part Time Service Desk Analyst / Helpdesk to cover shift at the following times:
5 hours per day between 8am - 2pm - MONDAY TO FRIDAY!!!
Your role will be to deal with internal customer incidents and requests either directly over the telephone (via an Automated Call Distribution system) or by email. The key purpose is diagnosing and resolving technical, application related & administrative problems such that the customer can continue their own work. The emphasis is on providing a consistently high level of customer service and delivering solutions that meet the needs of users and the IT department's objectives.
Secondary Role: In busy periods analysts may also be required to support work in other teams, such as the Level 2 referral team or projects.
The role involves working in a busy team and would ideally suit someone with previous experience of working within a customer focussed IT Service Desk role and who has excellent problem solving and listening skills.
Knowledge, Experience, Qualifications and Special Skills needed for the job:
The role requires a thorough knowledge and understanding a number of important policies (such as IT Security) and procedures and processes which the candidate must be able to practically demonstrate in their work when dealing with customers.
Previous experience of effectively handling customers and dealing with difficult calls in a professional manner is essential.
Qualifications: GCSE or equivalent in English and Maths. Previous experience in an IT Service Desk role; Microsoft qualifications / ITIL qualification preferred.
Technical Skills:
Experience in providing remote telephone support of:
Microsoft Windows XP and Vista
Microsoft Office (including Outlook) 2003 and 2007
Remote access (dial up / wifi / 3G / Broadband / VPN)
Hardware (desktop, laptop, printer, PDA's)
TCP / IP Networking
Knowledge of:
Lotus Notes
Active Directory
SAP
Working with call logging systems (e.g. HPSD/Remedy/Marval)
ITIL processes (ITIL qualification desirable)
Appreciation of supporting bespoke applications.
Wilde Associates is an Employment Agency
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| Location: |
Milton Keynes |
| Salary: |
£13.33 per hour |
| Contact Name: |
Leanne Burley |
| Company: |
Wilde Associates |
| Telephone: |
01908 500810 |
| Fax: |
01908 500811 |
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