Respond to incidents and service requests related to IT Services in line with SLA's.
Log all incoming incidents and service requests according to ITIL processes and local procedures.
Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow)
Provide a 1st line support service whilst making decisions on the best time to resolve the incident (over the phone or call back) depending on other calls waiting, time of the day etc.
Escalating incidents within our Operational Level Agreements to ensure that Service Level Targets are met.
Reporting incidents to 3rd party suppliers as required and monitoring their response, keeping the Service Desk Manager informed of delays to ensure that the company gets maximum benefits from the contracts in place
Monitoring of systems
User provisioning for Active Directory, Email, Enterprise One IT systems and others as required.
General IT Administration
Contacts with Others:
Within the business:
Line Managers and Directors
End Users
Central services:
CIO
IT Management team
IT Teams
Committees & meetings
Service Desk Briefings
IT Department Briefings
What we expect of you
Excellent communication skills, able to communicate with the technical and non-technical employees / staff
Proactive and self-motivated, able to stay calm and positive
Understanding of IT systems, PC's and Networks
Customer Service Oriented with a good telephone manner
Attention to detail and high accuracy of work
Organisational skills and ability to prioritise demands of several customers at once.
Work well under pressure
Desktop Support (Windows 10 and onwards)
Experience using Ghost imaging tools
Experience of supporting mobiles tablets/smartphone iOS and Android and the
Troubleshooting of network issues, understanding of WAN/LAN technologies
Active Directory, creation of users, computer accounts and understanding of the hierarchy, users, groups, ou's etc
Experience of setting up network printers and troubleshooting, ideally with follow me
printing technology.
Software installations and troubleshooting
Team player
Professional & Punctual
ITIL Foundation (desirable)
COMPTIA A plus (desirable)
Microsoft MTA (Optional)
Job Challenges:
Managing the workload from the calls to the call logging system
Supporting users (different abilities) with different needs
Prioritising incoming calls and making decisions on what to fix first and when
We make technology work so people can do great things.
Benefits
Health insuranceVision insurance
Additional Information
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
Job Summary
Respond to IT related Incidents and Service Requests, logging and resolving requests in order to minimise business impact, whilst providing excellent Customer Service. Please note this is a 12 Months FTC, based in Coalville.
Shift Pattern: Training is 0830-1700. Once trained, the shift pattern will be:
Week 1 - 0600-1430 - Work from home
Week 2 - 07:00-1530 - Work from home
Weeks - 3/6 - 0830 - 1700 You can Work from home 2 days a week
Cdw · Virtual -, UK