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MIS Helpdesk Analyst
London, West London, Hounslow
Up to £25,000 + Medical, dental, non-contributory pension, 25 days holiday, annual bonus
The role:
This is a pivotal customer facing role in the MIS department handling ALL requests to the helpdesk. You will be responsible for timely first rate fix and closure of all incidents. You will provide first line support and 1st level fault fixing to a user base which has varying degrees of technical capabilities. You will be required to investigate IT problems and trouble-shoot effectively, escalating where necessary. This position is mainly desk based with some involvement in projects only when time permits. MIS are responsible for ensuring internal staff are able to utilise information and tools that the company has provided them.
Responsibilities:
* Take all helpdesk calls/emails & requests. Log all calls into the helpdesk application and provide diagnosis of end user problems as quickly as possible or within defined SLAs.
* Take responsibility & initiative to escalate major or complex incidents / problems to other members of the MIS team where specialist skills are needed. Retain responsibility for closure of all logged calls.
* Document all support procedures, practices, asset tracking, and build images.
* Tasks/projects as required by the team, such as imaging of workstations to the standard corporate build incl deployment and management of antivirus products.
- Protection/security/availability of MIS desktops/laptops
- Configuration, compliance, incident & release management
* Follow Security Policies and other company related policies & procedures.
Professional Qualifications:
* Educated to GCSE level or equivalent.
Technical Expertise:
* Competence in the following applications:
- Windows 2000/2003 inc Terminal Server
- MS Office (inc Visio & Project)
- Level 3 desktop support inc baselining – Dell Hardware.
- Change, Availability, Capacity Management
- Symantec Ghost
- VNC/Hyena/Terminal Server
- Helpdesk ticketing software
- Remote access inc VPN
- Lotus Notes client R6.54
- Altiris client – desirable
- Networking basics incl troubleshooting.
* Proven ability and competence resolving hardware issues with desktop PCs Laptops, printers and network equipment.
* Patching.
Aptitude / Disposition:
* Excellent written and spoken English.
* Proven record of achievement & experience.
* Team player with common sense and able to work using own initiative, unsupervised and under pressure.
* Enthusiastic and willing to learn with a can-do attitude. A go-getter with a positive outlook who pushes themselves to do good work. Strong work ethic and highly motivated.
* Strong customer service & training skills, takes responsibility and recognises/cares about a customer's ability to be productive.
* Excellent communicator to the user and the team, communicating at technical and non technical levels. An active listener with patience and understanding to enable effective call handling.
* Appreciates change controls and has the ability to follow defined procedures.
* Forward thinking and keen to make suggestions on ways to drive forward our services.
* Able to juggle many different tasks with varying priorities accommodating the needs of the users or the team.
* Flexible and adaptable in providing solutions, eg working unsociable hours until a problem is fixed.
* Excellent time management and organisational skills.
* Ability to learn new software applications quickly.
* Ability to work with other system professionals to troubleshoot issues is essential.
* Astute and logical troubleshooting.
Additional Keywords:
IT Support, Technical Support Advisor, Helpdesk Analyst, Technical Support Helpdesk, IT Helpdesk Support, Technical IT Support.
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