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Heldpesk Administrator

Eingestellt von First Point Group

Gesuchte Skills: Support

Projektbeschreibung

HELPDESK ADMINISTRATOR IDEALLY COMING FROM A CALL/CONTACT CENTRE ENVIRONMENT.

Description

- Provide a single point of contact into IT Operations
- Identify and troubleshoot IT incidents and perform initial diagnostics.
- Provide end-to-end management of Faults. Ensure that Incident records have their impact assessed, are correctly prioritised, and contain sufficient initial diagnostics for the relevant support team. Assign these tickets to the correct initial support team.
- Act as an escalation point for the IT Help Desk team and customers.

Key tasks and responsibilities

Management of E-mail and telephone systems including incoming support requests from users by e-mail and telephone - engaging in end to end resolution of reported issues.

Perform impact analysis on all incidents reported into the IT Helpdesk ensuring the correct priority is assigned and the record is passed to the correct team.

Perform effective fault management in line with agreed Working/Service Level Agreements.

To own customer issues through to resolution and escalate to the next level of support or management when required.

Update customers with fault progress and timescales according to current business/process rules.

Logging of faults and chasing relevant technical teams and vendors (including 3rd party) to achieve resolutions within agreed SLA's.

Providing business updates to customers on a daily basis through conference calls and reporting.

Experience: At least one years technical administration or support desk experience, with less than 2 years IT experience.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

First Point Group

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