Desktop Support Trainee – 11m Fixed Term Contract recruitment
JOB DESCRIPTION
Desktop Support Analyst – TRAINEE (11 month fixed term contract)
Situated in the ITEC Desktop and Users Services group, taking an active role in providing PC support to the business.
Main Responsibilities:
- To work in a fast-paced pressurized environment taking an active role in providing support services to our clients.
- Implement solutions for day to day user incidents requests.
- Ensure that there is a good flow of information between :
- Active participation in creation of documentation to ensure that information is disseminated throughout the support organisation.
- Ensure adherence to ITEC standards and security guidelines through active enforcement.
- the business lines (our users) and the support team
- the support team and the other IT skill teams (Market Data team, Network team, etc)
Reports to:
Team Leader and/or Helpdesk Services Manager
Working with:
Peers
Team leader
Helpdesk Services Manager
Business staff on support issues
Internal External Contacts:
External - Vendors (on specific limited technical issues)
Internal - Key users and peers within the ITEC organisation
Specific Context
Critical success factors:
- Ensure call SLA’s targets are met.
- Provide excellent communication with our clients.
- Taking a proactive role to help improve the support service provided to our users
Past Experience:
- 6 months / 1 year professional experience.
- IT training
- Customer Service
Languages:
Fluent written and spoken English
Technical Skills:
Essential:
Windows XP
Remote access familiarity / troubleshooting
MS Office suite
Excel
Basic level for Word, Powerpoint / Access
Desirable:
Outlook and Lotus Notes skills – troubleshooting
Windows infrastructure knowledge and troubleshooting – server, network, Active Directory, DNS, DHCP
General Competencies:
Operational Skills
Communication Skills
Flexibility - Adaptability
Ability to make Decisions
Ability to Work Under Pressure
Analytical Skills
Initiative
Teamwork
Personal Abilities:
Essential:
Excellent verbal and written communication skills
A client-focused approach
Excels within a team environment
High level of self motivation
Proactive and innovative approach
Analytical troubleshooter
Able to follow existing processes and procedures and to document new processes and procedures
Please note that whilst we endeavor to reply to all applicants, due to the high volume of applications received to this address, only successful individuals will be contacted.