SDR, IT Service Desk First Line Support –

 

We are committed to increasing employment opportunities for people with disabilities and will respond positively to meet individual needs throughout the recruitment process. Once in post, the Fund will ensure that any appropriate reasonable adjustments to our workplace are made, in order to support colleagues with any form of disability.

Job purpose

We have an exciting opportunity for an individual to join our IT support team. This role is based in our London office and you will work independently within this office to provide a 1st line support service. You will also provide remote support across other sites.

You will provide high quality and accessible service and effective incident management. Operate effectively and work to Service Desk Operational Level Agreements (OLAs) and ensure compliance with Shared Services best practice.

  • Receive and Log calls on behalf of customers using our IT Service management tool ensuring accurate data entry
  • Deal with day-to-day issues surrounding IT service delivery including providing end-user help and support services. This will include developing solutions to queries within a Service Level Agreement environment
  • Manage Incidents, service requests and problems in-line with ITIL best practice processes and procedures
  • Installation/reinstallation of software including the imaging/reimaging of computers and handled devices locally or using remote deployment tools
  • Full account setup and administration in line with security policies
  • Mentoring an apprentice
  • Perform daily administration duties to ensure process compliance

About you

  • You must have strong planning and organisational skills and be able to work to tight deadlines in line with a Service Level Agreement environment
  • You will have excellent customer service skills and experience of following procedures and guidance
  • You must have strong analytical skills and the ability to work effectively on your own and in a team environment
  • You will have good verbal and written communication skills
  • Experience of using appropriate IT technology, methods, principles and equipment
  • ITIL Certificate Foundation level is desirable

The role will require you to cover a shift rota between the hours of 07:30 to 18:00.

To Apply for the role please send a CV and Cover letter to sdr@sdi-e.com with the Job role and pay grade in the email.


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