Position Overview & Specifications
The Help Desk team works with the Technical Support and Software Support teams to deliver an efficient and cost effective IT service to the Redrow group of companies. The Graduate IT Helpdesk Support will follow a 2 year scheme to develop their IT Support and customer service skills.
The post holder will be heavily involved with day-to-day Help Desk activities including resolution of IT problems, answering and distributing telephone calls to members of the Technical support team and administration of user accounts in accordance with departmental procedures.
1. Helpdesk
Log IT related queries onto the Help Desk database, providing the customer with reference and priority details.
Prioritise Help Desk incidents depending upon business urgency.
Resolve problems at 1st line where possible.
Escalate issues to 2nd line support – Technical & Software support teams.
Keep customer informed of incident progress at regular intervals.
Manage customer expectations.
Review logged incidents regularly, escalating matters accordingly.
Update Help Desk incident information to maintain topicality at all times.
Provide general (but limited) assistance to users in using internal systems and 3rd party supplied software packages (but not training).
2. Support and guidance
Provide assistance with training and coaching needs of junior team members.
Answer telephone calls for Technical support and Help Desk teams, ensuring that queries are tackled efficiently by either transferring the call to a team member or logging details on the Help Desk incident database.
3. Documentation
Maintain user, reference and misc. other documentation as required.
4. Security
Administer user accounts i.e. setting up, altering, revoking and removing.
Reset and/or unlock user accounts passwords as required and in accordance with department procedures.
Report to management breaches in security as required.