Job type
ContractLocation
Manchester - 1 day p/w onsiteWorking Pattern
Full-timeSpecialism
InfrastructureIndustry
AutomotivePay
£175 p/d Inside IR35
Helpdesk - 6 month contract - Hybrid (1 day p/w on-site Manchester) - £175 p/d Inside IR35
Your new company
Opportunity to join a large non-departmental public body, based within Manchester City Centre.
Your new role
What will you be doing?
Provide first level service desk support for all IT related calls, striving to achieve a high level of fix at first point of contact.
Follow all agreed processes and procedures, responding to requests for assistance by providing information to enable callers to understand solutions to reported problems.
Action customer requests in accordance with Service Level Agreements (SLAs), when requested to by the management team.
Achieve high levels of accuracy in capturing call/incident details via the service management tool in accordance with team processes and procedures.
Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
Recognise and escalate call/incident trends to Senior Analyst / Team Leader to enable prompt investigation by Incident Management.
Proactively highlight gaps in processes, knowledge, and tools to Senior Analyst / Team Leader.
Provide high levels of customer service in a consistent friendly, helpful and efficient service.
Maintain high level of personal productivity to support individual/team performance objectives, and the achievement of Service Operations SLAs.
Promote quality and consistency of service and taking appropriate actions to deliver performance levels in relation to all agreed goals/targets.
What you'll need to succeed
Essential:
Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time
Previous experience of working in a Service Desk environment
Aptitude for logical problem solving
Excellent written and verbal communication skills with a talent for attention to detail
Strong customer focus with the ability to build rapport and engender customer confidence
Clear speaking voice with the ability to give complex technical instructions in unambiguous, simple language
Excellent listening and questioning skills so that a customer’s problem is fully understood
Strong sense of personal responsibility and achievement with awareness of how personal performance influences service level attainment
Excellent team worker with the self-awareness and control to understand how own actions can influence team spirit
Excellent keyboard and accuracy skills
Desirable:
Experience in providing IT support in a corporate environment
Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
ITIL Foundation
Previous use/awareness of Active Directory
What you'll get in return
Helpdesk - 6 month contract - Hybrid (1 day p/w on-site Manchester) - £175 p/d Inside IR35
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
