Service Desk Analyst, first line support, 1st line support, IT service desk
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IT helpdesk officer

  • Job reference: AQIT665
  • Location: Worcester, Worcestershire
  • Job type: Temporary
  • Area of Expertise: IT
Closes in:
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Job description: I am currently recruiting for an IT helpdesk officer to work in Worcester.

This role is initially for 2 months and does fall inside IR35.

Responsibilities, duties and tasks:

1.To provide advanced technical support to customers for all PC hardware, software and associated peripherals.

2.To solve complex IT problems with minimal supervision

3.To log support calls and document their outcome to facilitate their resolution. To identify and promote best practice guidance for IT users and Support Assistants and Trainees

4.To redirect or escalate support requests to the appropriate member of the IT Support Centre or other teams in IBS.

5.To pro-actively provide information to customers on the progress of outstanding support calls.

6.To provide professional advice to users and 1:1 support and training

7.To ensure that information on calls records is kept up to date and messages are passed on and feedback received promptly.

8.To install and configure operating systems to agreed standards under the direction of the Team Leader.

9.To install and configure software to agreed standards under the direction of the Team Leader.

10.To deploy and maintain PCs and peripherals to agreed standards under the direction of the Team Leader, by performing upgrades, new installations and carrying out both routine and complex procedures.

11.To coach, train and Support Trainees and Assistants so they can develop their skills and knowledge with respect to front-line support.

12.To undertake complex projects of a level commensurate with the responsibility of the post, as designated by the Team leader.

13.To assist in the compilation and maintenance of an accurate inventory of hardware and software.

14.To assist in the compilation of the Support Centre's technical documentation, guidelines and procedures and ensure they are disseminated to customers.

15.To liaise with colleagues in all Directorate Support and IBS teams to ensure quality of service for all customers, identifying and assessing areas for improvement and recommending changes.

16.To provide at all times a professional, courteous and rapid response to individual customers. To deal effectively and tactfully with customer complaints

17.To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility.

18.To develop and maintain active and progressive working relationships with all members of IBS.

19.To establish and maintain effective working relationships within and outside local government organisations

20.To conform to County Council standards and guidelines with respect to information systems and storage/access of personal and sensitive data.

21.To provide the service in a timely manner which will involve some working out of core hours and at weekends

If you are interested in this role, please contact Andy at Service Care Solutions on 01772 208968 or email