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Helpdesk Analyst / First Line Support

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Posted By: Modis International
Address:
Contact: 0161 819 3888
Date Posted: 15th Oct 2008
Salary: £10.25 per hour
Location: Manchester
Reference Code: 1069711
Views Since Posting: 197
Full Description:

I have an interesting opportunity for an experienced Helpdesk Support Analyst to work for a large, public sector organisation in Greater Manchester.

Duties to include:
- Receive and record all service requests via email, telephony and web interfaces.
- Provide initial assessment of service requests and make a first attempt at resolution and/or refer to second / third line party support, based on agreed service levels.
- Monitor and escalate all service requests according to agreed service levels.
- Keep customers informed on the status of all service requests, ensuring ownership is retained.

Essential Skills:
A proven understanding of IT terminology, perhaps from previous studies or work experience.
- A good understanding of the range of hardware and software within IT.
- Keyboard skills.
- Analytical and problem solving skills.

Preferred Qualifications:
- An IT qualification to HND level
- Information Technology Infrastructure Library (ITIL) accreditation.
- Certified Novell Administrator (C.N.A.) accreditation.

Desirable Skills:
- Novell Netware and Microsoft Office
- Qualified to HND level.
- Public Sector experience preferable