Helpdesk Technician - 9 Month Fixed Term Contract
We are currently recruiting for an Helpdesk Technician for a 9 month fixed term contract within our ambitious and focused IT Team. Reporting to the Helpdesk Supervisor, this is a fantastic opportunity for an motivated and ambitious candidate to join Williams.
To log all calls, collate information to enable the correct classification and prioritisation of calls, resolve calls where possible or escalate to 2nd Line technicians.
Ensure all calls are logged with the IT Helpdesk, either by walk-ins, telephone, email or web portal.
To be the 1st responder for all calls raised in the IT Helpdesk.
Carry out initial call triage within 60 minutes of the call being logged.
Correctly classify and prioritise all calls raised in the IT Helpdesk correctly.
Escalate any calls that cannot be dealt with by 1st line to an appropriate technician.
Ensure VIP and high priority area calls are responded to appropriately.
Make use of knowledge base articles and system documentation to resolve 1st line calls.
Highlight any issues or problems that prevent calls being handled correctly to their manager or deputy.
Ability to communicate effectively both verbally and written.
Ability to follow procedures to ensure consistent call logging, prioritisation and classification.
Understanding of call escalation procedures.
Understanding of ITIL terminology in order to contribute to IT Department Process Improvement.
Highlight any out of date documentation or other issues that prevent the efficient execution of role.
Provide recommendations for improvements to any IT services or processes, to the IT Operations Manager.
The Key Performance Indicator for the 1st Line Support Technician – Respond and triage 95% of calls within 60 minutes of the call being logged.
Adherence to company policies (including but not limited to Ethics Policy; IT Policy; Health and Safety Policy).
This job description is not exhaustive, and the job holder will be required to work the hours required to support business needs and carry out additional tasks that will be both reasonable and within their capabilities.
Please Note: Due to the Volume of applications we receive on a daily basis we cannot guarantee your application will be acknowledged or considered unless you have applied directly via our website www.williamsf1.com/careers.
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