Trainee Helpdesk Analyst ,
Group

Summary:

Possess basic understanding of applications and infrastructure systems in order to identify, analyse and resolve a variety of technical issues in order to provide first level support services for all lines of business. Possess a polite phone demeanour and have the ability to give clear direction to non technical customers. Research, track, log and update support tickets. Generate report and assist Operations Centre staff on other issues / duties as needed.

Principal Accountabilities: -

• Ensure all user applications and infrastructure requests and calls for applications and infrastructure assistance are logged in a timely manner. Remain aware of the importance of accurate logging and coding of logged issues to facilitate subsequent management analysis.

• Provide 1st line support for both local and remote staff over the phone and, if necessary, desk side. Where necessary escalate to the appropriate internal or contracted external 2nd and 3rd line support. Keep users regularly informed of call status either by phone or email. Keep the Operations Centre Manager appraised at all times of any critical issue or user concern/complaint.
• Review at least daily the progress of calls and requests you have logged, raising any concerns regarding a failure to meet agreed service level provision with the Operations Centre Manager.
• Perform troubleshooting and fixing of desktops, laptops, printers, scanners, and other computer peripherals.
• Ensure all System changes are authorised and is undertaken in accordance with the prevailing Change Control Policy.

• Raise any risks identified with the Operations Centre Manager.

• Support the monitoring and response to system alerts.

• Occasionally work non-business hours providing system and application support. Cover for other Operations Centre colleagues in their absence.

• Maintain the equipment asset register and support the auditing and tracking of Operations assets.
• Build good working relationships with all business users and share knowledge with other members of the Operations Centre team.
• Appreciate the needs of business users and help your team manager align applications and infrastructure services to meet these in the most appropriate and cost effective way.
• Ensure support requirements, issues and actions are communicated in a flexible and adaptable manner depending on situation/individual concerned.

• Undertake any other task as requested by the Operations Centre Manager or Associate Director as required.

• Such other duties as the management may at times reasonably require. 

This job description is a guide to the principal, current duties of the job.  It does not form part of the contract of employment.

To find out more or have a confidential discussion, please email recruitment@hawksford.com