Support Service Desk

Placed: 06/12/17
Region: Oxfordshire
Location: Crawley
Category: Jobs


Content of the advertisement:

Support Service Desk

A fantastic opportunity to work at a globally recognised aerospace company based in Crawley West Sussex.

Immediate start

Our Client

My client is a well-established globally recognised aerospace company based in Crawley West Sussex, they are looking for a strong 2nd line/ Support Service Desk to strengthen their friendly & established team.

Roles & Responsibilities for the Support Service Desk in Crawley West Sussex

* Be fully conversant in the Service Desk function and associated processes
* Monitor and support Change Management activities
* Providing timely response to tickets in the Service Desk system
* Be competent in the identification and resolution of issues with hardware, software, peripherals, mobile devices and other supported systems and services.
* Providing 1st and 2nd level response to users
* Provide ad-hoc training and education to users
* Creation and maintenance of Knowledge Base documents
* Accurately record ticket resolutions
* Escalating unresolved issues to higher level support teams or SME's as required
* Maintaining contact with customers throughout the ticket life cycle
* To identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
* To promote the use of standards throughout the business unit
* To promote the use of change management and configuration control to maintain the integrity of the service operation.
* Ensuring that governance and legislative controls are applied correctly and properly within the region
* Support the identification of on-going issues and notifying team members to implement solutions
* Ensure that tickets are managed and prioritised in an orderly manner
* Be the initial point of contact for the Service Desk.
* Triage of tickets and maintain customer contact as appropriate through ticket lifecycle.
* Ensure all contact with the Service Desk is recorded accurately throughout the lifecycle of tickets.
* Support the Service Desk team to ensure tools and processes are effective.
* Hi-light service deficiencies and improvements to the appropriate operational team in a timely and effective manner.
* Proactive approach to service improvement, removing unnecessary repetition
* Reactive when required to resolving issues either by telephone or by working alongside users and suppliers
* Some out of hours working may be required.
* Effective communicator at all levels.
* Excellent written and oral communication

The ideal candidate for the Support Service Desk will be

* Experience working in a service desk environment
* Effective communicator at all levels.
* Excellent written and oral communication
* Hands-on experience in troubleshooting hardware, software, network and communication services.
* Technical writing skills for Knowledge Base documentation
* Highly customer focused with the ability to develop solid relationships at all levels within the organisation.
* Proven technical, analytical and problem-solving abilities.
* Self-motivated and directed.
* Experience working both independently and in a team-oriented, collaborative environment.
* Excellent written and verbal communication skills, and working effectively with peers.
* Methodical approach and able to work multiple tasks concurrently.
* Ability to work under pressure with minimal supervision.

Desired experience and skills

* University degree or college diploma in the field of computer science or related field, or 3 years equivalent relevant work experience.
* ITIL Foundation (beneficial)
* Previous experience working in customer focused technical environment

What's on offer?

Up to £27,000

* 4 X salary Life Cover

* Pension plan - with a matching company contribution of up to 8%

* Private Medical Care

* Employee Wellbeing programme for you and your family

* Good local amenities

* As well as a great place to work

Price / Salary: £25000 - £27000/annum