SYKES

  • Helpdesk Analyst

    Job ID
    2018-64617
    City
    Edinburgh
    Country
    United Kingdom
    Type
    Regular Full-Time
    Advert Closing Date
    12/11/2017
  • Overview

    IT Helpdesk Analyst (Full Time)

     

    We are currently recruiting for a Helpdesk Analyst to provide cover in Edinburgh.  The postholder will report to the Regional IT Manager and the normal working hours are likely to be 8am to 6pm Monday to Friday with potential for additional on call coverage.

     

     

     RESPONSIBILITIES AND END RESULTS

     

    •   Provides Customer Support Centre staff with PC’s set up according to   company requirement in the most efficient way, including administration of   existing PCs and set up of new PCs.
    •   Supports hardware and software platforms in the Customer Support   Centre, including resolving standard hardware and software problems, repairs   and co-ordinating with external maintenance supplier.
    •   Develops and maintains standards and procedures regarding use and   maintenance of PCs including software and peripheral equipment.
    •   Creates, according to agreements between Local IT and users   departments, standard installations for specific groups of users.
    •   Verifies that no software is installed without proper licenses on   PCs.  Identifies invalid   software/documents  and escalate to   proper authority.
    •   Creates documentation for supervisors / users on installing specific   software if required and how to troubleshoot.
    •   Solves problems discovered during preventive maintenance – and   escalates them when necessary –via the Local IT Helpdesk in a proper and   timely matter.
    •   Keeps up with technical development and trends in his/her specialty   and advises the Local IT Manager.
    •   Participates in the implementation of new (standard or developed)   software. This is needed to ensure that that does not conflict with other   installed software and that “master” installations are adjusted.
    •   Monitors tracks and analyses helpdesk statistics.
    •   User Management in NT and Exchange Servers.
    •   Reports status on issues back to IT Administrator.

     

     

     

     

    PLANNING AND ORGANISING

     

    •   The post holder will be responsible for planning and organising their   work on daily basis.

     

     

     

    COMMUNICATION

     

    Internal

    •   Users
    •   Other members of staff within the Local IT Department

    External

    •   EMEA Helpdesk
    •   Vendors / Suppliers

     

     

     

    EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

     

    •   Excellent PC Hardware and Software knowledge and experience.
    •   General Knowledge of Programming Languages specifically: SQL and VB
    •   General Knowledge of Firewalls, Internet Security and RDBMS.
    •   General knowledge of hardware and software, applications and operating systems, data communication and infrastructure, telecommunication (PABX).
    •   General knowledge and understanding of what a Customer Support Centre is all about.
    •   Aware what consequences will be of (proposed) changes on both infrastructure and organization.
    •   Patching skills.
    •   User management of phone systems.
    •   Because of the access to critical information and systems, reliability and discretion is a must.

     

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