Service Desk Operator

Title: Service Desk Operator

Salary: £15.05 p/h via umbrella

Location: Exeter

Reference: 72675

The post holder will form part of the Service Desk Team to provide Level 1-2 support to clients on all matters relating to IT provision.

Whilst the primary role will be to use remote access software to resolve client issues and fulfil service requests, there will also be an occasional requirement to cover the IT Service Desk.

• To support and maintain a high level of customer service focused on the needs of staff and associated teams. Providing Service Desk functions to a broad range of internal and external stakeholders and organisations through defined Operational Level Agreements (OLAs) and Service Level Agreements (SLAs).
• To assist in maintaining a secure computer network whilst providing the minimum access required for a client to perform their duties.
• Log and prioritise all IT-related Incidents and Service Requests, received via telephone, email and customer portal, ascertaining nature of fault or request, and recording the Minimum Data Set (MDS) in the department’s IT Service Management system. This includes occasionally liaising with external service providers to log and update calls.
• Provide First Line IT technical support, including print queue administration, and provision of service information in a professional and customer focused manner.
• Provide First Line support and user account administration for centrally-managed and delivered IT applications in accordance with the Trust’s policies and procedures.
• Where necessary, forward calls to the appropriate Second Line support team for further triage and resolution. • Act as ‘owners’ of all Incidents and Service Requests, monitoring progress against SLA time scales and implementing escalation process where necessary, ensuring they are handled according to agreed procedures.
• Maintenance of the Trust’s electronic directories of IT users, updating all starters, leavers and changes, ensuring that all updates are recorded accurately and in a timely manner. Including