IT Help Desk Technician

1. JOB PURPOSE:

The primary purpose of the role is to provide day-to-day support for PC software and hardware, including installations, moves and changes across nominated Managed Service accounts.

2. DIMENSIONS:

· Working as part of a team covering ITS sites and Projects

· No Direct Reports

· Working to SLA's and KPI's which are varied across each account

3. KEY RESULT AREAS:

• Undertake day to day operational work (including server / desktop / laptop / patching / LAN / printer / software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work and site maintenance work are effectively supported to ensure that the impact and disruption on the IT services are kept to an absolute minimum & meet contractual requirements.
• Ensure that excellent levels of customer service are provided to meet the customers' requirements to maintain high customer satisfaction which will contribute to contract retention and renewal.
• Ensure that all processes, policies and procedures are followed in line with contractual agreements and documentation completed accordingly to deliver an excellent level of service to the customer in line with ITIL best practice.
• To comply with XXXX and the Customers ISMS, Health & Safety & Quality requirements on customer site to protect the data, quality of work and safety and well-being of all employees.

• Escalate to the Service Delivery Manager / Service Operations Manager any issues with the services XXXX provide that will not meet the respective service/project delivery targets.

• Completes any other relevant duties applicable to the scope of the role as requested to meet the requirements of the contract or if requested by the Service Delivery Manager/Service Operations Manager.

• Ensure Minor Change, Incidents and any Work Package or Project work are scheduled/undertaken to ensure that all agreed timescales and service levels are met.

• Maximize revenue by identifying potential business, ITS and professional service opportunities, whilst carrying out day-to-day duties.

4. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Technical

· Proven experience of the build and configuration of standard desktop / laptop technology

· Experience of providing software support and installation services across a range of industry standard applications and operating systems

· Experience of providing hardware break fix services across standard desktop / laptop environments

· Experience of providing network support services across standard network environments

General

· ITIL - Foundation or the appropriate on the job experience

· Good organizer, priority driven, and able to multi-task to meet service priorities

· Methodical with attention to detail, but prepared to meet customer expectations

· Communicate effectively with strong customer focus

· Experience of working in a client facing environment

5. COMMUNICATIONS AND WORKING RELATIONSHIPS

Internal

· Service Operations Centre to ensure effective Service Delivery to customers

· Contact Centre to ensure effective Service Delivery to customers

· Service Delivery Manager / Service Operations Manager to escalate any problems with service delivery

External

· Client, various touch-points across the customer to ensure that services are being delivered as per any agreements that may exist.

· To liaise with relevant Service Groups within IT and external Contractors to ensure service or operational problems are seen through to completion.

6. SCOPE FOR IMPACT

The role will involve interfacing with multiple internal and external teams and Companies/Suppliers and will require a level of flexibility as working on specified customer sites as part of a wider virtual ITS team.

The role is physical and will involve some lifting, ability to install / remove equipment.

The hours may vary according to the requirements of the contracts that the role holder will be aligned to and may at times be required to attend weekly service meetings with the customer.