Title:

IT Service Desk (Helpdesk) Operator

Location:

York

Salary:

GBP 15,000 to GBP 16,000 per year

Description:

We are looking for an enthusiastic, energetic and effective Service Desk/Help Desk Operator who has excellentcommunication skills and can work unsupervised and under pressure to join our existing, busy, technical 24x7 ServiceDesk. You must be highly customer focused and have a real interest in IT. Your role will be to provide 1st and some 2ndline technical support for the many global IT infrastructures we manage on our clients behalf.You will be responsible for taking fault calls, carrying out appropriate diagnostics/fix and for escalating, routing andfollowing up calls with 2nd and 3rd line technical teams and customers.You must be well spoken, articulate and have an excellent telephone manner and confidence in dealing with people at alllevels of management. You need be logical and structured in your thinking and be able to carefully follow policy andprocedure to methodically handle/resolve issues. A knowledge and/or experience of the following would be very useful -TCP/IP protocol stack, OSI model, WAN technologies, Server technologies, Active Directory, Messaging. Ideally you willalready have some experience of working within an IT Service Desk/Help Desk environment and with using formal structuredIT service management processes (e.g. ITIL) and call/service management systems. We would highly prize the followingqualifications - Cisco, Microsoft, Checkpoint - and may in some cases assist you with certification. Ideally you will bea graduate some relevant work experience under your belt.