IT Helpdesk Support Specialist

This will be a varied role in a well-established company, where you will be providing software and hardware support and, in addition, supporting the companies bespoke software products (for which training will be given).

You will be involved in the installation and support of new and exciting products covering web interfacing, touch screen applications and network infrastructures. These are aimed to drive efficiencies within a public sector environment, whilst at the same time simplifying the process for customers.

Responsibilities for the role:

·         Working with customers/employees to identify computer problems and advising on the solution

·         Logging and keeping records of customer/employee queries

·         Analysing call logs so you can spot common trends and underlying problems

·         Updating self-help documents so customers/employees can try to fix problems themselves

·         Working with field engineers to visit customers/employees if the problem is more serious

·         Testing and fixing faulty equipment

Essential knowledge and skills:

As well as a strong technical background, you need to be able to explain complex information in simple, clear terms to a non-IT personnel. Additionally, we will be looking for:

·         An ability to assess each customer/employee's IT knowledge levels

·         Ability to deal with difficult callers

·         Logical thinker

·         Good analytical and problem solving skills

·         Up-to-date technical knowledge

·         An in depth understanding of the software and equipment your customers/employees are using

·         Good interpersonal and customer care skills

·         Good accurate records keeping

 Service Desk requirements/skills:

·         Previous use of a Ticket Management system

·         Good understanding of Incident/Request management and ticket handling

·         Experience of working to SLA’s and KPI measures

·         Experience of implementing SIPs

·         Understanding of ITIL is desirable

 Wilde Associates is working in the capacity of an Employment Agency for this role