Helpdesk Analsyt AUSD

Undisclosed Company
West Midlands, Birmingham
05 Oct 2016
19 Oct 2016
Manpower UK
Job Type
Primary Objectives (Dependant on experience):

*To ensure that the customer's expectations are exceeded by means of excellent customer service skills
*To undertake initial diagnosis of the incident, utilising the tools available and resolving as many as possible on initial contact
*To accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details or error messages
*To keep up to date on changing processes and procedures
*To proactively flag incidents where no knowledge solution was found
*To proactively seek to improve the way the APS User Service Desk (AUSD) operates.
*To ensure the accurate and timely flow of unsolved cases to other resolving teams.
*To log calls in the Remedy EARS system, use and verify knowledge in the KnowHow (Primus Knowledge Management) database and where necessary, liaise with 2nd line support teams to resolve users' queries
*To ensure ITIL (IT Infrastructure Library) standards are met or adhered to
*To proactively liaise with Problem Management and Incident Management to escalate high priority incidents and high business impacts thereby attempting to reduce the number of problems affecting the client's estate

Skills involved with the role:

*Flexibility, motivation and being a determined team player
*Excellent communication skills with the ability to work under pressure
*An understanding of IT infrastructure and where possible, experience of first line support for Windows XP, Windows 7, MS Office, Remedy ARS or ITSM call logging systems
*An understanding of, and qualification in, ITIL is desirable