IT Support Aberdeen   £9.0 - £11.0 per hour

The main duties will include:

· Using all toolsets available troubleshoot as appropriate in order to achieve a satisfactory solution.

· Be ready and available at the beginning of shift to handle client faults. Acknowledge all cases endeavouring to exceed/meet client expectations and service levels.

· Adhere to all established case handling and call policies and procedures, including documentation of troubleshooting and contact with the client into the required logging tool using professional telephone techniques.

· When a case is irresolvable, provide enough troubleshooting to assist the 2nd Line support team to achieve a satisfactory solution.

· Manage owned cases to a satisfactory solution for the client.

· Ensure good lines of communication with all support groups are maintained

· Liaise with support groups to reach a satisfactory resolution for the client.

· Follow case ownership guidelines for each case and close, when resolved, according to the agreed procedure to ensure resolution of clients' requests (if applicable).

· Ensure all new resolutions with available toolsets are communicated to all of the client's Service Desk teams.

· Maintain safe working practices (Health and Safety).

· Checking call information is accurate; complete ensuring that appropriate severity level has been set and updating UK SD tool set with additional information if required.

· Notifying and liaising with Resolution Groups (including Incident Management \Problem Management) of all critical and major impact cases.

· Communicate concerns with Team Leader and or Deputy.

· Attend team meetings.

· Adhere to schedule:

· Timely arrival at work.

· Be on "available" when shift starts.

· Respect scheduled (lunch) breaks.

· Timely submission of holiday requests.

· Adopt absence notifications according to guidelines.

· Provide input into peers' performance reviews when requested by leadership.

· Positively and professionally represent your team to other UK SD and HP ES team members, clients and potential clients.

Skills include:
Self motivated
Works off own initiative
Attention to detail
Strong interpersonal communication skills
PC literate

Job Reference:   GBR/208872

Closing Date:     29-Jun-2012

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