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IT Service Desk Call Handler (1st Line)

Job Description

Are you a 1st Line support officer with previous experience in Active Directory as well as assisting with MS Exchange and have a willingness to learn? Are you looking to join one of Belfast's largest Public Sector bodies? The look no further!

Salary/ Benefits

£22,549 + Holiday & Pension

Client

They are a large Belfast based Health care focused organisation. The team functions by proving support for a Organisation Wide IT Service centre across all IT Services, Data centres and internal customers. You will be joining at a time some extremely important change and projects are kicking off in the team.

The Ideal Person

Experience Required;

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

Responsibilities

As the IT Call Handler, 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.