Help Desk Specialist-1st Line Support

Based in their European head office inHanger Lane, an International company who sells their products to businesses across Europe and theMiddle Eastis looking for a Helpdesk Specialist- First Line Support to join their busy Help Desk Support team.

The Helpdesk Specialist is responsible for providing technical support associated with all desktop related services throughout their assigned theatre and globally as required to enable a 24 x 7 IT support centre. This includes the following systems- desktops, laptops, thin clients, IP Phones, monitors, printers and all related software including operating systems and approved business applications.

All remote site maintenance and additions to the physical infrastructure including cabling, servers, storage, backup systems, switches, routers, access points, firewalls and power into the local data centre and telecoms rooms are implemented by the enterprise client specialist role with strategic planning and support from global infrastructure & Operations team members. All Helpdesk specialists are responsible for monitoring the health of all desktop systems, analyze and trouble shoot problems, escalate or re route if necessary the issues to higher qualified helpdesk Specialists, address user’s request for support via the Help Desk system and contribute to the Helpdesk client team mission.

Participate in Helpdesk team meetings and contribute ideas to identify opportunities to optimize performance, reduce costs, and improve the customer service.

Providing 1st Line end-user support to internal customers.  This position is the first point of contact for desktop support issues.  Position consists of 90% end user support and 10% participation in technical support team projects.  1st line level typically handles straightforward and simple problems for single customer reports that are related to hardware and software which can be resolved in a short period of time.  This includes troubleshooting methods such as verifying physical layer issues, resolving username/password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.  Escalation would occur for more complex issues related to networking, application architecture, or server related issues or for issues involving multiple customers.

Skills required:

• A graduate within IT
• A minimum of 1 year experience within 1st line support.
• Strong communication skills both verbal and written
• Excellent customer service skills

This is a 1 year contract which may go permanent.