Part Time: IT Analyst/Desktop Support Job in London TW8 9AG, London UK

Overview

Harris Interactive is a global on line market research and consulting company.  We play a major role in solving our clients’ complex business problems through the thoughtful application of innovative methodologies and sophisticated technologies, focusing on those that are Internet-based.  In fact, we’ve become the world’s leading experts in Internet-based market research.

As a technology led company in a rapidly changing sector, we are looking to expand our small UK IT operations team, and are keen to consider candidates looking for a part time role.  We are flexible on working patterns, and would envisage someone working the equivalent of around 3 days per week.

Responsibilities

Ensure customer satisfaction by responding to calls to the Help Desk

•      Logs all customer questions and problems and tracks the same through to resolution

•      Ensures prompt escalation of customer problems by assigning to the appropriate team for resolution and assigning the appropriate priority level to the call

•      Conducts first level problem determination using documented procedures and available tools

•      Records problem symptoms and status information promptly so as to better communicate with and utilize senior tech staff

•      Communicates with the customers and keeps them updated on the status of problem resolution

•      Escalates as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets for resolution

·         Diagnose, troubleshooting and repair of PC, printer and other system problems

·         Perform hardware (desktop / laptop) deployment, replacement and repairs

·         Perform software (operating system / application / anti-virus) installation, upgrades and patches.   May be asked to perform evaluation of new and updated software packages

·         Maintain hardware / software inventory functions

 

 

Required Skills

•      Help Desk experience essential, and additional desktop support experience preferred

•      Strong verbal and written interpersonal and communication skills

•      Superior telephone etiquette and the ability to deal effectively with customers, vendors, peers and management

•      A strong dedication to quality customer service

•      Strong problem-solving skills and inherent decision-making ability

•      Initiative and assertiveness

•      Good project management skills and the ability to organize work in an efficient manner

•      Ability to work well under time pressures

•      Good working knowledge of the day-to-day operating environment, available tools, operating procedures, and customer applications