IT Service Desk Consultant

About Version 1

Version 1 is an established IT services company, which has operated successfully for over 12 years. Over the years we have developed a reputation as a high quality supplier of software, training and consultancy services. We work with a broad range of organisations in the public and private sectors in the capacity of consultants, developers, implementers, advisors, trainers and maintenance and support providers. We currently have over 200 consultants working in a range of technologies.

Role Description:
• Incident and request recording within the Service Desk tool
• Escalation of priority and urgent calls to Operational Services Manager where appropriate
• Producing internal and customer reports
• Performing system health checks and monitoring system availability
• Keeping impacted users informed about progress, updating clients with feedback and closure details
• Call queue balancing and allocation review
• Research questions using available information
• Follow standard Service Desk procedures

You will have the following skills and experience:
• Strong Customer Service Skills
• Good organisational skills in a deadline driven environment
• Excellent interpersonal skills with a proven track record in delivering creative solutions to customer satisfaction issues
• Flexible approach to work pattern
• Fluent English essential with excellent telephone manner
• Excellent communication skills (both written and oral)
• Proven track record of reliability and attendance
• Ability to multitask and prioritise duties
• Positive attitude and willingness to work
• Good working knowledge of computers

The following would be an advantage:
• Development skills and experience
• Knowledge and understanding of database technologies (Oracle, SQL Server)
• Experience working with Excel
• Experience working in an IT services environment
• A good understanding of networking
• ITIL Foundation Certified desirable
• Linux
• Perl scripting

Education required:
• IT related degree preferred

By registering your application you have agreed that the information contained in your application may be used by Version 1 to confirm references, verify educational background and for any other purpose regarding your application for our recruitment requirements. You agree that your personal details may be held and processed both electronically and manually for the purposes of recruitment administration. If your application is unsuccessful, we may hold your application and the information contained. The purpose of this storage is to enable us to provide feedback to you on applications and to enable us to facilitate further applications. In terms of the Data Protection Act 2003 you are entitled to a copy of certain personal data held by us whether manual records or on computer on submission of a written request. Occasionally we will contact you to update our records for accuracy.