Job Description
Duties to include:
- To work on the UK Helpdesk; fielding incoming help requests in a courteous manner from all levels of end users, via all communication methods
- Ensure all relevant end user identification information is fully documented in the Helpdesk system. Include all successful and unsuccessful decisions made, and actions taken, through to final resolution
- PC Deployment/installation; building laptop/desktop for end user
- Perform remote fixes at the desktop level, including installing and upgrading software, configuring systems and applications
- Administration of all UK/European IT Domain accounts, security access control, e-mail, VPN, Internet access and the ERP system
- Use Microsoft Active Directory (AD) Administration Tools; e.g. new account creation/password management
- Administer software deployment using the management console, ensuring successful installation and final configuration. This will also include monitoring the deployment of software security updates and anti-virus protection using the appropriate tools
- Support the anti-virus software (Symantec)
- Monitoring and checking the successful operation of the Data Centre daily file backups
Personal Qualities :
- Polite and friendly to both customers and colleagues
- Trustworthy
- A mature professional attitude
- Reliable and punctual
- Clean and tidy appearance
- Friendly and helpful
- Trustworthy and reliable
- Enjoy a technical challenge and be prepared to undertake research
- Tidy appearance
- Clear telephone manner
- Able to prioritise workload
- Time management is important
- An understanding of confidentiality and data protection standards
Skills Required :
- Logical, creative, analytical and problem-solving skills
- Excellent communicator and presentable - as you will be dealing with clients on a day-to-day basis on the phone and later on face-to-face
- A good problem solver
Future Prospects :
Progression opportunities may also include advanced and higher apprenticeships and future career opportunities can equate to:
- network engineering
- database administration
- business or systems analysis
- IT security
- IT project management
You can find more information on Future careers by visiting: https://nationalcareers.service.gov.uk/
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