• IT HELPDESK TECHNICIAN - EUROPE

  • Locations
  • Tamworth - UK
  • Date
  • 2017-02-10
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Role Description

Closing date for applications: Friday 3rd March 2017

Applications can only be considered from candidates having a legal right to work in the UK

Key Areas of Responsibility

  • Provide 1st/2nd level of support for the end users
  • Deliver high level of customer service based on ITIL model
  • Configuring and maintaining hardware around the region
  • Implement ITIL methodology on the day-to-day tasks
  • Follow standard Helpdesk operating procedures; accurately log, follow and solve all Helpdesk requests using call tracking software
  • Take ownership of support cases and follow up with customers as required
  • Provide excellent customer service to all JMH employees
  • Communicate and Enforce Group IT policies across the region
  • Configure and maintain Network devices around the region under the supervision of the Senior Network Engineer
  • Make recommendations as needed to optimise IT Helpdesk area of work
  • Co-ordinate at all times with IT technicians and IT super users across the region
  • Install, setup, configure, maintain and troubleshoot computers, monitors, printers, scanners and faxes
  • Co-ordinate at all times with the Super-users across the region
  • Effectively work to improve overall Help Desk and resolution knowledge  to improve and meet Service Level Agreement
  • Take ownership on newly deployed technologies and give a pro-active solution approach to resolve challenges

Key Skills and Experiences

Knowledge/experience/skills/personal attributes

Education and Experience

  • A graduate with proven Systems Administration and Service Configurations

Essential

  • Clear communicator (written and verbal)
  • Pro-active and ability to work independently
  • Strong problem solving, conflict resolution and critical thinking skills
  • Ability to handle and prioritise requests
  • Expert on SCCM/System Centre 2012
  • Skilled in problem solving and analysing business information
  • Proficient in Windows 7/10, Windows 2007/2012 Server and Office 2010/2013/2016
  • Skilled in Active Directory Management
  • Skilled in MS Exchange Management
  • Strong knowledge of Networking configuration and management
  • Ability to deliver within deadlines
  • Ability to work well under pressure
  • Excellent interpersonal skills, friendly, approachable, professional conduct, presentation and attitude
  • Flexibility and desire to succeed

Desirable

  • Understanding of Project management
  • Knowledge of ITIL Methodology

Key Working Relationships

Internal

  • Regional VP, General Manager & Sales Team
  • Local Management & Department Teams
  • Other European GSMs
  • All Fosroc Staff

External

  • Service providers

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