1st Line Support Specialist, 1st Line Support, Surrey, Support
You must have a 2.1 degree (or equivalent) minimum for this role and be available for interview immediatley
Based in Guildford Office ? 40 hours per week on a shift basis
Responsibilities
1st Line Support Specialist providing IT Helpdesk support within our Guildford Headquarters to Detica's internal user community.
Working in a strong team-working environment the successful candidate will be supporting 1200+ users IT requirements.
Call-logging of incidents, queries and requests received either via the telephone or Helpdesk email systems.
Initial response and first line resolution of Helpdesk calls where possible.
Providing primary contact and software support for Microsoft Windows XP, Office 2003, Symantec Antivirus, Citrix, VPN and many client applications.
Providing diagnostic support for Laptops, Desktops, PDA's, Monitors and Audio Visual Hardware.
Call prioritisation and escalation of incidents and problems within defined ITIL best practice processes.
Updating and progressing outstanding calls on a regular basis and providing feedback to the user of call progression at all times.
Other duties include:
Laptop and PC builds using Ghost imaging software and standard Detica build images
Creation of Active Directory, Exchange and RSA user accounts for new starters
Asset management
Management of loan equipment including projectors, laptops and peripheral devices
Purchasing of requested additional equipment, following the IS group purchasing process
Integration with other IS group teams to ensure that incidents are escalated and resolved within the Service Level Agreements.
Occasional overtime, out of hours work and the flexibility to work at other locations, although rare, may be required from time to time.
The Individual
Skills & Experience
Excellent customer service, language and communication skills
Ability to relay information in a professional and appropriate manner to all levels of staff
Applicants must be able to quickly learn new skills in a fast-paced environment and demonstrate an interest in new technologies and processes.
Proven previous experience in a customer facing role.
Proven IT Support experience including experience of Windows XP operating system and Microsoft Office applications desirable.
Proven team player is essential ? Working as part of a team to develop and maintain standards and procedures.
Ability to work and remain calm under pressure with well developed work organisation and prioritisation skills.
Demonstrates accuracy and attention to detail in work.
Ability to schedule own workload, meet deadlines and work unsupervised.
Flexible and able to react positively and quickly to changing pressures and priorities
Responsible incident resolution and problem ownership when handling priority calls
Enthusiasm for furthering their IT knowledge in relevant technologies and IT systems relevant in their role.
Detica is a business and technology consultancy specialising in information intelligence. We help clients transform complex data into valuable intelligence, enabling better decision making and sustained business performance.
With interim results showing revenues up 57% to £68.3 million and profits before tax up 35% to £6.3 million, Detica continues its track record of sustained success and growth.
Competitive Basic Salary
Circa £18k depending on experience
Core Benefits
25 days holiday
Performance related bonus
Life assurance
Private Medical Insurance
Permanent Health Insurance
Travel and Accident Insurance
who in their tiny mind is going to apply for this
You must have a 2.1 degree (or equivalent) minimum for this role and be available for interview immediatley
Based in Guildford Office ? 40 hours per week on a shift basis
Responsibilities
1st Line Support Specialist providing IT Helpdesk support within our Guildford Headquarters to Detica's internal user community.
Working in a strong team-working environment the successful candidate will be supporting 1200+ users IT requirements.
Call-logging of incidents, queries and requests received either via the telephone or Helpdesk email systems.
Initial response and first line resolution of Helpdesk calls where possible.
Providing primary contact and software support for Microsoft Windows XP, Office 2003, Symantec Antivirus, Citrix, VPN and many client applications.
Providing diagnostic support for Laptops, Desktops, PDA's, Monitors and Audio Visual Hardware.
Call prioritisation and escalation of incidents and problems within defined ITIL best practice processes.
Updating and progressing outstanding calls on a regular basis and providing feedback to the user of call progression at all times.
Other duties include:
Laptop and PC builds using Ghost imaging software and standard Detica build images
Creation of Active Directory, Exchange and RSA user accounts for new starters
Asset management
Management of loan equipment including projectors, laptops and peripheral devices
Purchasing of requested additional equipment, following the IS group purchasing process
Integration with other IS group teams to ensure that incidents are escalated and resolved within the Service Level Agreements.
Occasional overtime, out of hours work and the flexibility to work at other locations, although rare, may be required from time to time.
The Individual
Skills & Experience
Excellent customer service, language and communication skills
Ability to relay information in a professional and appropriate manner to all levels of staff
Applicants must be able to quickly learn new skills in a fast-paced environment and demonstrate an interest in new technologies and processes.
Proven previous experience in a customer facing role.
Proven IT Support experience including experience of Windows XP operating system and Microsoft Office applications desirable.
Proven team player is essential ? Working as part of a team to develop and maintain standards and procedures.
Ability to work and remain calm under pressure with well developed work organisation and prioritisation skills.
Demonstrates accuracy and attention to detail in work.
Ability to schedule own workload, meet deadlines and work unsupervised.
Flexible and able to react positively and quickly to changing pressures and priorities
Responsible incident resolution and problem ownership when handling priority calls
Enthusiasm for furthering their IT knowledge in relevant technologies and IT systems relevant in their role.
Detica is a business and technology consultancy specialising in information intelligence. We help clients transform complex data into valuable intelligence, enabling better decision making and sustained business performance.
With interim results showing revenues up 57% to £68.3 million and profits before tax up 35% to £6.3 million, Detica continues its track record of sustained success and growth.
Competitive Basic Salary
Circa £18k depending on experience
Core Benefits
25 days holiday
Performance related bonus
Life assurance
Private Medical Insurance
Permanent Health Insurance
Travel and Accident Insurance
who in their tiny mind is going to apply for this
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