IT Technical Associate
IT Technical Associate
Hemel Hempstead
GBP20 - GBP22,000 plus GBP1,500 shift allowance.
I am currently recruiting for the Job of IT Technical Associate to be based on site for my client based in Hemel Hempstead. The main task of the role is To provide first line support to both the Hemel Hempstead location and other International locations.
To log user calls and either resolve at first level or pass to the appropriate 2nd level support team if necessary. Systems supported include JD Edwards, Lotus Notes, Global Business Applications, Active Directory, VPN, and the International User Profile System. Also responsible for Corporate Account Administration of all EMEA and Asia Pacific Corporate accounts.
JOB FACTS AND FIGURES
* Ensure that all calls are logged on the system as quickly as possible, in a clear and concise manner.
* Provide an efficient service and prompt feedback.
* Make sure that telephone calls are answered within 15 Seconds and are then dealt with in a timely fashion.
* Ensure that tickets are not on the Helpdesk queue for longer then 30 minutes.
* Ensure that locations are aware of the Helpdesk procedures and that new user to the Helpdesk system get effective training.
* Ensure all 1st line and 2nd line support SLA's are achieved.
* To manage individual projects to the business requirements and timescales
PRINCIPLE ACCOUNTABILITIES
* Receive calls from users, gathering all relevant information and logging the call into the Helpdesk system. If possible, resolve the problem/inquiry immediately, otherwise the call number should be allocated, prioritised, forwarded to the relevant support area and the number given to the user.
* Document resolution in database and any system changes, enhancements or useful procedures in accordance with agreed format for reference in knowledge base.
* Implement corrective action making best use of resources available.
* Monitor progress of own outstanding helpdesk calls.
* Notify customer of resolution and obtain agreement for call closure.
* Develop and maintain relationships with customers.
* Continually update and improve user documentation, processes and procedures.
* To ensure calls are passed to the appropriate second level support team when necessary.
* Ensure all first line Support SLA's are achieved.
* To perform daily system checks, ensuring systems are available.
* To comply with Sarbanes Oxley audit requirements.
* To complete system administration requests for New Starters and Leavers.
* To continuously work towards meeting Service Desk targets and goals.
* Prioritise and assign tickets according to agreed helpdesk categorisation.
* To manage individual projects to the business requirements and timescales working with other team members and customers of all levels within the business
* To offer customer focused support to a high level and regularly seek feedback on service improvements
KNOWLEDGE, SKILLS & EXPERIENCE
* Prior experience with customer support processes and tools desired.
* Strong problem resolution and analytical skills.
* Strong written and verbal communication skills.
* Time management skills with the ability to multi-task Helpdesk and Project work within a busy office environment
* Professional outlook
* Excellent presentation, organising and planning skills.
* Experience in the use of All Microsoft applications - Windows XP, Active Directory, MS Office, Lotus Notes 6.5, Citrix Metaframe networks,
Symantec Anti-virus software, Virtual Private Networks - WIFI & AT&T Dial-up connections, JDE (AS400) Administration.
* Educated to Degree level.
* Willingness to travel if required.
The total working hours are 37.5 per week. Your normal hours of work are as follows (alternating on a typically three week rota):
06.00 to 14.45 Monday to Thursday and 06.00 - 13.30 Friday
07.30 to 16.15 Monday to Thursday and 07.30 - 15.00 Friday
08.30 to 17.15 Monday to Thursday and 08.30 - 16.00 Friday
1 hour for lunch each day
25 days holiday
private healthcare cashplan scheme to assist with the repayment of medical, dental and optical fees
Company money purchase Pension Scheme
RONA scheme after six months (profit related share scheme payable quarterly)
If you would like to discuss the job of IT Director in more detail then please do not hesitate to contact me or alternatively you can email me your updated CV