1st Line Helpdesk Technician (Ref: AJB/19804)

Salary / Rate:

GBP 10.00-12.00 

Location:

Greater Manchester 

Rate:

Hourly 

Job Type:

Contract 

Sector:

Other 

Date Posted:

13/05/2008 

Reference:

AJB/19804 

I'm looking for 4 x 1st Line Helpdesk Analyst. You must have commercial experience within an IT Helpdesk role. Provide prompt professional telephone support to users, in line with targets set out in Service Level Agreements (SLA's) for call responses and resolution of problems. Diagnose faults from info provided by service users and or remotely accessing systems. Resolve faults where possible or progress fault resolution in accordance with HelpDesk procedures. Record requests for info under the Data Protection and Freedom of Information Acts and promptly pass to the nominated officer as directed by the HelpDesk Manager. Operate customer satisfaction follow up calls and surveys after call closure, escalating any areas of concern to the HelpDesk Manager. In conjunction with other HelpDesk staff provide adequate staffing cover during the hours required for service support. Visit remote sites within the City Council boundaries to collect database info when appropriate/visit remote sites to move and or change ICT equipment in accordance with the Information Security Code of Practice