2nd Line Helpdesk Support (24K) (Hybrid) (Belfast)

Job Description

Are you a fledgling Service Desk professional, with previous experience in Active Directory and have a willingness to learn on the job? Are you looking to join one of Belfast's largest Public Sector bodies? The look no further!

Salary/ Benefits
This role is in line with the HSCNI Bandings, at Band 4 - £23,949 + Holiday & Pension
Client
They are a large Healthcare focused organisation, the team functions by proving support for a Shared Service centre offering a wide range support on transformation projects and data analytics. You will be joining at a time some extremely important change and projects are kicking off in the team.
The Ideal Person
The ideal candidate will have;

  • Previous experience in a Service Desk / 1st Line Support Environment
  • Knowledge of Active Directory & MS Exchange
  • Experience in providing customer support
  • ITIL Desirable



Responsibilities
As the Operations Technician, you will:

  • Log incidents and service requests received by telephone, email or via the vFire portal from Health Service staff and third party suppliers
  • Provide first level resolution services for a number of systems (e.g. Active Directory password resets, Samsung activations and password resets, creating email addresses and managing mailbox permissions using MS Exchange etc.)
  • Liaise with customers to acquire the necessary details regarding logged incidents and service requests
  • Liaise with second level support teams and third party suppliers to ensure incidents and service requests are dealt with in a timely manner
  • Publish notifications about service outages to customers
  • Monitor the progress of incidents and service requests that are the responsibility of the Service Desk and action in order to meet SLA targets
  • Manage incident escalations
  • Provide technical expertise, feedback and guidance to customers
  • Produce incident status reports and assemble these for distribution to relevant managers on a monthly, quarterly or ad hoc basis as appropriate
  • Undertake any other duties of a similar nature and appropriate to the grade as may be assigned by the Service Desk Manager


For further information on this vacancy, or any other IT & Tech Temporary job in Belfast or wider Northern Ireland, please apply via the link below or contact Peter Brittain in the strictest confidence.