IT Helpdesk Advisors - 3493

  • Salary:
  • Location:
    Oldham - Bower House
  • Department:
    Corporate Services
  • Division:
    IT Services
  • Vacancy Type:
    Agency (Temporary)
  • Closing Date:
    19 October 2019
  • Recruitment Advisor:
    Neelam Ilyas - 0161 219 9899

About the role

We have an exciting opportunity for 3 experienced IT Helpdesk Advisors to join our busy team based in Oldham for up to 6 months on a fixed term contract.

You will support the organisation by delivering an effective and efficient 1st line technical support service that resolves any IT related queries and/or incidents and recommending innovative solutions that provide your internal customers with a swift return to service.

What we are looking for

We are a customer-focussed business.  We know that how we do things is just as important as what we do - which is why we are looking for someone who has previous experience working within a fast-paced IT services environment. Any relevant IT / technical qualifications and experience working in social housing would also be advantageous but are not essential.

Reporting to the IT Help Desk Shift Leader, you will be responsible for:

  • The effective and efficient management of Incidents received during the shift’s period of responsibility.
  • Deliver 1st Line Technical Support resolving appropriate incidents and recommending solutions and workarounds, to provide customers with a swift return to service.
  • The effective and efficient management of Requests received during the shift’s period of responsibility
  • Support to the effective and efficient management of the introduction of new Services, the Transition of Services from projects into the operational IT Estate, and the effective delivery of Problem and Change Management within IT Services.
  • Support to the coordination of all Communication between IT Services and the business and the coordination of the content and services on the IT Services Intranet portal, including the Service Catalogue
  • Support to the coordination of the collection of IT Services Management Information and Key Performance Indicators; support  the coordination of the collection of Customer Satisfaction survey data
  • Liaise with customers to establish their service requirements supporting a continuous approach to Service improvement.

The right person will also be able to demonstrate that they have:

  • Good knowledge of IT services delivered within a corporate environment
  • Customer service experience
  • Excellent prioritisation skills
  • Knowledge of Incident management
  • Knowledge of Problem management
  • Knowledge of Request Fulfilment
  • Able to maintain good supplier relationships
  • Excellent oral and written communications
  • Excellent knowledge of Microsoft Office

Essential Qualifications:

  • ITIL Version 3 Foundation Certificate or willing to work towards

Does this sound like you?  If so check out the Role Profile for more information about the key skills we are looking for.

What is on offer

We offer an excellent benefits package that helps to make The Guinness Partnership a great place to work. Benefits include but aren’t limited to:

  • Competitive Salary of £25,793 per annum
  • 25 days holiday & bank holidays (Plus option to purchase 5 additional holiday days) Amazing career development opportunities
  • Access to Simply Health Scheme – claim back every day medical expenses.
  • Competitive Pension Scheme
  • Access to Employee assistance programme
  • Access to Benefits Portal offering everyday Lifestyle Benefits
  • Professional qualification support & financial support for professional subscriptions
  • Thank you awards - by nomination
  • Aspire programme - £100 allowance per employee each financial year
  • Cycle to Work scheme
  • Training & E-learning courses

If you’re interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and ensure you meet the essential criteria.

Advert closing date: 9th October (midday)

Interviews: 17th and 18th October

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Oldham - Bower House
Bower House, 1 Stable Street, Hollinwood, Oldham, Lancashire, United Kingdom, OL9 7LH
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