IT Shift Service Desk Agent
QinetiQ
Farnborough, GB
5d ago

QinetiQ comprises teams of dedicated people; experts in defence, aerospace, security and related markets. We draw on our extensive technical knowledge and intellectual property to provide the know-how and support to solve some of the world’s most challenging problems.

Our people make the critical difference to customers by providing unique approaches to problem solving. Why don’t you join some of the world’s finest scientific and technical minds and help us make tomorrow work today?

Job description / Person specification

Specific Responsibilities

To provide 24*7*365 IT Service Desk initial contact support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications.

Responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests.

Requests will be received via phone, email or in person.

The current corporate IT estate comprises of

1,600 desktops, 4,600 laptops, 700 mobiles phones, 1,900 smart devices all supported through the IT Service Desk along with a monthly volume of 4,500 requests.

Key Accountabilities

  • Act as initial escalation point for Service Desk Agents.
  • Management of the IT call logging system, ensuring all tickets are resolved within SLA.
  • Assist Service Desk Agents in providing first line support when workloads are high or where additional experience is required.
  • Adhere to all service management principles, including the company’s software licensing processes.
  • To manage and safeguard the confidentiality, integrity and availability of company and customer information.
  • Ensure compliance with organisation policies, procedures and work instructions.
  • Produce statistics and management reports.
  • To take ownership of problems and be proactive when dealing with all issues.
  • To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
  • Demonstrate an ability to work collaboratively with customers, colleagues and suppliers under pressure.
  • Ability to co-ordinate and direct activities and tasks.
  • Proactively investigating ways to reduce common issues and publishing self-help guides to assist the customer base. In turn this gives time back to the business.
  • Responsible for update and maintenance of accurate internal work instructions and processes.
  • Key Capabilities & Knowledge

  • Strong inter-personal and customer services skills are essential.
  • Candidates should possess a natural initiative and pro-activeness to their method of working, be open to new ideas and have a positive outlook.
  • Excellent standard of written and spoken English and attention to detail is essential.
  • Must be a team player and motivate others but also able to work on own initiative.
  • Flexible ability to work a 24*7*365 shift with potential requirements for shift change at short notice
  • Professional Image
  • Relentless focus on improving processes
  • Ability to prioritise
  • Ability to work well to deadlines and under pressure
  • Experience & Qualifications

  • 2 years minimum in a Senior Service Desk / Incident Management role in a
  • Technology environment

  • Minimum of ITIL Foundation v3 certification (v4 desirable)
  • Minimum of CompTIA A+ qualification
  • Proven experience in Problem Management and ticket analysis.
  • Understanding of mobile telephony and smart devices
  • Understanding of Active Directory
  • Understanding of Networking
  • Experience of working to defined service levels and service catalogue
  • This role requires SC clearance
  • Desirable Qualifications

  • Support knowledge of Win 7 / Win 10 / iOS Operating Systems
  • Support knowledge of Microsoft Office 2016 packages (Office 365 desirable)
  • LI QQ

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