Helpdesk Support Analyst recruitment

To work in a fast-paced pressurised environment. Providing first line helpdesk support via Remote Assistance, to our customers, assisting them with Hardware and software problems via phone or email.
Working to set call SLA’s targets: meet improve processes and look to take a proactive attitude.
Continual liaising with counterparts in other regions and with Peers in the UK.

Main responsibilities

Service Provision

To provide 1st line technical support; answering support queries via phone, email and call tracking system.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
To log calls on the call tracking system.
To respond to enquiries from clients and help resolve any hardware or software problems.
Maintain a log of any software or hardware problems detected.
Support users in the use of Computer equipment by providing necessary training and advice.
Escalate more complex calls to the relevant 2nd level Helpdesk teams.
To update/create knowledge databases with new processes, and fixes
Send Stationary to users to resolve basic problems.

Business Liaison

Ensure that there is a good flow of information between our clients and the support team between the support teams 2nd 3rd line skill teams (Desktop support, Mail, operations engineering team, …)
First level Escalation for all clients

Strategy and technical adherence

Ensure adherence to internal IT standards and security guidelines through active enforcement.
Completion of personal daily time-tracking tool entries.

Internal external contacts

Our clients
Peers within the EUS team and GTS organisation
Head of USU London, Fellow Team Managers, Production Leaders, Production Coordinator
Contact with other ITEC/BL

CANDIDATE PROFILE

Past experience

Desirable : Some support experience in a Financial / Investment Banking environment, working with Blackberry’s

Languages

Technical skills

Essential :

Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.

Desirable :

Personal abilities

Job board with a personal touch