Service Desk Advisor – Laptop Build Engineer

631661-5606-24163 NCD

Service Desk Advisor – Laptop Building Engineer
Islington
Contract
£21.92 per hour

Our client is looking for an experienced Service Desk Advisor – Laptop Building Engineer – Windows 11 roll-out engineer.

The Service Desk Analyst will provide day-to-day support via the service desk, to diagnose
and resolve problems and provide advice to users of our key business applications.
To fulfil standard requests using documented processes and procedures or escalate to
Second Line Support or Application Support using agreed processes.
1. Manage incidents and requests in line with the agreed incident management and
request fulfilment processes and local procedures.
2. Provide remote assistance over the phone and advice to users through instant
messenger and through the use of remote support tools such as Dameware.
3. Assist with issuing and resetting passwords using agreed procedures to maintain
system security.
4. Proactively keep users informed throughout all stages of all processes by phone,
email, and instant messenger.
5. Encourage and support users to use self-service systems to log, update, chase,
receive updates and cancel calls.
6. Escalate calls to the First Line Manager, Second Line Support and Application
Support as required.
7. Receive alerts and monitor the availability and performance of ICT systems using
tools including Solarwinds.
8. Receive, review and update documentation to assist with the resolution of incidents
and the fulfilment of requests.
9. Maintain accurate records relating to incidents, requests, assets, licences, and other
aspects of IT service management.
10. Provide on-site support/training to users of the systems as required.
11. Participate in team meetings, training, and other team activities.
12. Participate in local IT development groups and other meetings as requested.
13. Work with other team members, and business managers across the department to
improve support to the business
14. Undertake other duties commensurate to the grade of the post.

Extensive experience of supporting digital services in a large organisation, assisting users over the
phone, and using remote support tools as well as face to face contact to complete incidents and
requests effectively and to the users’ satisfaction.

Experience of supporting corporate and departmental business applications.

Proven ability to communicate with colleagues with varying levels of ICT skills in potentially pressured
circumstances

Knowledge of the work social care and the information requirements

Knowledge of IT troubleshooting techniques and ability to relay detailed instructions to users to
assist with fault resolution

Proven ability to use remote tools to resolve incidents and complete service requests including installing software using a software delivery tools

Please visit our website for more job opportunities colbernlimited co uk

PLEASE ONLY apply if you have the necessary skills, experience and expertise.

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients
are an equal opportunities employer.

To apply for this job email your details to cg@colbernlimited.co.uk

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