Service Desk Apprentice [STAGE]

The role holder, reporting to the IT Support Specialist will provide day to day support on the IT Service Desk and undertake administrative duties for the IT team as required. Location: Castel Romano (RM) Main Responsibilities • Provide first-line call capture, logging and query resolution, escalating to 2nd /3rd …

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Service Desk Apprentice [STAGE]

The role holder, reporting to the IT Support Specialist will provide day to day support on the IT Service Desk and undertake administrative duties for the IT team as required.

Location: Castel Romano (RM)

Main Responsibilities

• Provide first-line call capture, logging and query resolution, escalating to 2nd /3rd line where required and monitor progress on calls
• Produce end user level documentation and provide hands on training when required
• 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
• Work with third party suppliers to ensure appropriate resolution to reported problems at all McArthurGlen locations.
• Ensure information is gathered on all Company IT users and assets (hardware, software, licence compliance)
• Ensure backup schedules are successfully completed for McArthurGlen Servers
• Manage elements of Mobile Device & Blackberry services (handset configuration and distribution to users)
• Organise the delivery of IT equipment between McArthurGlen and supplier locations ensuring a timely service.
• Assist in managing the voice telephony infrastructure at Head Office, including adds/changes/deletes of extensions, voice mailboxes.
• Set up laptops, projectors, audio-visual, video conferencing equipment for meetings
• Undertake building PCs and laptops, and ensure allocation is accurate in AD & SCCM
• Troubleshooting and configuration of printers and print queues

Your Profile / Knowledge and Skills

• Educational background in ICT Technology
• Experience of supporting MS Office and Windows Desktops
• Experience of Active Directory Administration
• Principles of Computer Hardware and Networking
• Basic understanding of ITIL processes
• Backup Technologies
• PC image deployment
• Strong interpersonal and customer service orientated skills

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Service Desk Apprentice [STAGE]

Service Desk Apprentice [STAGE]

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