12 Jul 2019

IT Support

Ref 32559

Our client is seeking  IT Support to be responsible for providing customer support and maintaining the local technology infrastructure to enable the business to serve its clients.

Key duties:

  • Logging all relevant incident/service request details, allocating categorisation and prioritisation codes
  • Providing first-line investigation and diagnosis
  • Resolving incidents/service requests when first contacted whenever possible
  • Escalating incidents/service requests that they cannot resolve within agreed timescales
  • Keeping users informed of progress
  • Closing all resolved incidents, requests and other calls
  • Conducting customer/user satisfaction call-backs/surveys as agreed
  • Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
  • Updating the CMS under the direction and approval of service asset and configuration management if so agreed

Applicants must have the following:

  • Minimum 2 years of experience in a support services role 
  • Minimum 3 years’ experience with Microsoft SQL server and Oracle databases
  • Good understanding of various technologies including Microsoft back office and end user computing
  • Good understanding of end user computing hardware including Dell computing
  • Good understanding of Active Directory, SharePoint, Email, Citrix and other portals
  • Good understanding of local information security practices and cyber protection
  • Ability to communicate at non-technical level to internal business colleagues
  • Proactive team player

 

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