IT Service Desk Officer
Posted on :
27-05-2024
Employer Active
1 Vacancy
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Job Description
Role Purpose:
- To provide an effective and professional IT support service to the business and clients in accordance with the needs of the business.
- To this end, ensure that all software and hardware issues are resolved within pre-determined timescales.
The Role:
- Provide 1st line (telephone support) and 2nd line (deskside support) support for incident resolution.
- Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
- Ensure all calls are responded to within a timely manner and within the agreed SLAs.
- Take ownership of user issues and requests.
- Pass calls to ME Operations Team and the Global Support Teams (eg Networks, Messaging, Infrastructure) if cannot be resolved first line.
- Ensure that customers are kept informed of events relating to their call.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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