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IT Administrator

  • Salary: Up to £10.00 per annum + Contracting role
  • Location: Sandy, Bedfordshire
  • Job type: Permanent
  • Sector: Construction
  • Job reference: BBBH381319

Job description

  1. a) Accountable for a high standard of customer service in-line with performance targets defined for the IT Service Desk.
  2. b) Shift work will be required - 07:00-15:30, 08:30-16:30, and 9:30 18:00.
  3. c) To create new starter accounts using Active Directory, Exchange, and other bespoke software.
  4. d) If tickets have breached the service level agreement(SLA), use the agreed escalation procedures, and progress unresolved calls with the correct resolver groups.
  5. e) To keep users informed of progress on incidents and change requests logged and update on the ITSM software (Support works) with the updates and/or next plan of action.
  6. f) To ensure all incidents and requests are closed in agreement with the customer and that a satisfactory solution has been provided, in accordance with performance and targets to help maintain and enhance customer satisfaction.
  7. g) To co-operate with their employer and follow health and safety advice and instructions.
  8. h) To abide by the principles and practices of Kier behaviours and core values.
  9. I) To follow agreed procedures and processes to respond to issues and requests for assistance, by using appropriate tools and knowledge to help resolve the user's problem, in accordance with agreed targets and performance.

Primary accountabilities are those over which the job holder has control. Express these as a series of short statements. Each statement should indicate what the accountability is and how the results will be measured.

Experience in working in a fast-paced environment;

Excellent Customer Service Skills - Strong customer focus;

Basic AD and Exchange experience;

Experience of working to agreed timescales and targets;

Experience of prioritising customer requests and invoking escalation processes;

Skills

IT Service Management awareness;

Attention to detail, ensuring nothing is overlooked;

Excellent verbal and written communication skills for effective dialogue with customers over the telephone.

Strong team skills, whilst able to work independently with minimum supervision.

Able to absorb new information rapidly and apply effectively;

Strong relationship management approach, with good interpersonal and negotiation skills;

Able to plan, schedule and monitor own workload;

Anderselite Ltd operates as both an Employment Agency and Employment Business.
Our non-discrimination policy can be viewed on our website at anderselite .com /non-discrimination-policy

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