This temporary IT Helpdesk hybrid role is to work within a team and offer support to colleagues on queries, breakdowns, and hardware support.  Answering queries and helping in all manner of IT-related scenarios to ensure the end user is able to access systems and equipment.  The role will be office and home-based dependent upon the needs of the business.

Job Description:

Provide first-line support on the IS Service desk, logging, managing, and resolving incidents
Manage and monitor all call queues by prioritising calls according to their priority, impact, and urgency
Resolve calls within agreed timescales, providing feedback and a piece of clear resolution information to customers where relevant.
Promote the use of self-help via the helpdesk self-service portal, and knowledge base and maintain user guides on the portal for customer use.
Manage the process of creating and removing starters and leavers across all systems in accordance with IT security policies.
Maintain accurate call history information, ensuring that all the data is accurately recorded and reported
Escalate calls to 2nd line support where appropriate
Understand group systems in terms of their functionality, common issues that can arise, and basic administration of the systems.
Effectively manage IT Assets, ensuring that all assets are tracked in accordance with our procedures.
Identify and escalate repeat calls or training needs to 2nd line support and/or line management
To build effective relationships with colleagues across the business.
Escalate breach of SLAs to Service Management.
Run the daily and weekly checks in accordance with the relevant procedures.
In a Disaster recovery scenario, assist in bringing the infrastructure and systems back online.    General Obligations – All employees: 

To take responsibility for my own personal development and update knowledge and skills, with support, to perform the role at an effective level. To undertake such training as is deemed necessary to improve personal performance and knowledge.
To implement positively and ensure compliance with, the Group’s policies, procedures, codes of practice, and initiatives relating to Equality and Diversity, Customer Service, Risk Management, Health and Safety, Data Protection and Information Technology, Financial Regulations, Standing Orders, and the Code of Conduct and Probity Policy.
To take responsibility for my own well-being and safeguarding in the duties to be carried out for this post.
To provide the highest quality services incorporating best standards and practices, promoting the Group to its tenants, clients, and customers.
Taking ownership and responsibility to respond to complaints positively and professionally (as appropriate to the role).
Ensure that maximum use is made of information technology systems and associated equipment in the provision of efficient and effective services.
To perform any other duties not specifically identified in the job description but which are in line with the general responsibilities of the post.     Candidate Requirements:  

GCSE English and Maths at C Grade or above or equivalent
2 years experience of working with a Housing Management System
Experience of working on small-scale projects to deliver system enhancements and changes
Experience of working within a busy helpdesk function
Dealing with external parties for support and guidance.
Providing advice and guidance to colleagues at all levels and across a diverse range of systems.
Knowledge of windows operating systems and Microsoft Office
Ability to produce clear documentation for technical support and user training purposes
Have the ability to triage issues and prioritise calls
Ability to organise and prioritise own work
Ability to work with teams across the business, helping them to understand and enhance the systems they work with
Ability to deliver user training on a number of software applications
Able to be flexible in approach to hours worked and to work outside normal working hours
Be able to travel to and work from different sites across the Group as and when necessary   Hours: Monday – Friday 8:00 am – 5:00 pm
Salary:  £24,000 – £28,000 Per Annum
  
Brampton Recruitment is an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region