Service Centre Technician

18.45 per hour PAYE / £23.03 per hour Umbrella PAYE

The role of the Service Centre Technician will have a strong customer service ethos for engaging with service users to resolve issues, where possible, at first point of contact.

A Service Centre Technician will resolve complex problems affecting use of ICT systems to maintain underlying business proces; ensures all problems are resolved or channelled to appropriate support function.

• To provide first- and second-line support  on IT-related service call from software to hardware on a range of platforms, providing basic user account administration and troubleshooting
• Provides specialist technical expertise in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software
• To take ownership of service incidents until resolved escalating where necessary to the third-line support staff and suppliers
• To follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To support and assist in the tracking of the use of software and compliance of software licences
• To provide statistics and associated information for Service Desk reports
• To support and assist in the development of Disaster Recovery plans ensuring these are consistent with the Corporate Business Continuity Plan

• Knowledge of ITIL practices
• Knowledge of ITIL service delivery, complex IT procurement
• The ability to manage customer expectations and ensure effective communications with colleagues and customers
• Is familiar with the security standards and all relevant legislation that affects security within the defined scope of authority
• Incident and Problem Management experience – Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office