IT HELPDESK ANALYST- CHARITY SECTOR

  • Location
    London, Greater London
  • Salary
    £13.52/Hour
  • Category
    IT - Helpdesk, Technical Support
  • Job type
    Temporary
  • Industry
    IT and Telecoms
  • External Reference
    JN-112019-103544

Do you have IT technical support skills that you think you can apply to help a Charity so their day to day activities can run more smoothly?


Our client, a highly regarded UK charity are seeking a IT Technical Support Analyst to work in their South London head office starting December or an initial 3 month contract.


The client is looking for a candidate to provide a technical support service, solving IT issues for the clients users including mobile/remote customers and to be the point of escalation for all incoming calls and escalate issues to Senior Technical Analyst where appropriate


Details:



  • Job Title: IT Technical Support Analyst

  • Location: South London-(closest station Vauxhall)

  • Pay rate: £13.52/hour

  • Role Length: 3 Months initially


*Past experience of Windows upgrade is an advantage for the role; including imaging, disabling devices and SCCM reporting. Information gathering for a new project including sending emails and collating responses, researching details around compatibility of current cables to inform Project Manager what equipment they need will be required*


Responsibilities:



  • User administration tasks such as creating/deleting users in Active directory, creating email distribution groups, creating email distribution groups

  • To provide technical support for all incoming incidents logged via phone, email and web

  • Manage inbound calls on rota basis and escalate urgent calls where necessary

  • Maintain a high level of customer service for all assigned calls by ensuring that customers are provided with timely updates in line with current procedure

  • Diagnose hardware faults and escalate appropriately

  • Listen and interpret customer queries and translate the information onto the ITSM tool

  • Resolving 1st time fixes within agreed time (currently 20 minutes)

  • Monitor and update own assignments every 48 hrs to ensure SLA deadlines are met

  • Identify and escalate high priority incidents as well as more complex issues to the appropriate team or technician

  • Maintain the integrity of ITSM (customer) data by updating missing/inaccurate

  • information

  • Arrange external technical support where issues cannot be resolved in-house

  • Document common resolutions as a means of sharing information/knowledge with team/colleagues

  • Providing technical support as and when required for between 5pm and 8pm

  • Take part in site visits to offices across the UK

  • Be familiar with and adhere to all relevant client policies and procedures at all times

  • Any other duties as reasonably required in line with skills, knowledge, and experience to contribute to the client's wider success


Sought after Experience:



  • Previous Helpdesk (telephone) and customer facing support

  • Experience of troubleshooting Windows 7 issues

  • Excellent verbal and written communication skills

  • Good Active Directory Administration skills

  • Experience of using call logging tool/ITSM tool

  • Experience of supporting Blackberry devices, iPhone/iPad/Tablets

  • Basic understanding of Multifunctional devices and Uniflow software or similar

  • Strong knowledge of Microsoft based applications

  • Experience of troubleshooting Outlook 2007/Exchange

  • Experience of desktop and laptop hardware configuration/imaging software

  • Experience of working with IP telephony systems

  • Working with MAC's, SLA's and within ITIL framework environment would be an advantage


If you think this role is for you and would like to know more then please submit your CV today in WORD format today.


Only shortlisted candidates will be contacted. Adecco is an equal opportunities provider.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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Please apply with your CV to: Michaela Lampitt