Huntingdon IT Support Assistant

Job Purpose:

To be the first point of call for all IT related issues and requests and ensures effective resolution of them from time of receipt.

Key Activities & Accountabilities:

  • Receive and log calls on behalf of customers using IT Service Management tools ensuring accurate data entry
  • Develop excellent external & internal customer relationships
  • To complete the initial diagnosis of all incidents and either resolve to the customers satisfaction or escalates to appropriate IT team member.
  • Provide remote assistance using remote support tools e.g. phone. Instant messenger etc
  • To install or reinstall software and to image or reimage computers and handheld devices locally or using remote deployment tools
  • Completes routine systems administration tasks including resetting passwords using agreed procedures to maintain system security
  • Proactively keeps customers informed throughout all stages of all processes by phone, email and instant messenger
  • Receive alerts and monitors the availability, security and performance of IT systems using available tools
  • Monitors and assists in the distribution of patches and software updates to make sure that all platforms are up to date
  • Keep up to date with changes and developments within the industry reviewing and updating help documentation to assist with the resolution of incidents and the fulfilment of requests
  • Maintain accurate records relating to assets, licences and other aspects of IT service management and delivery
  • Actively share knowledge with IT team and participate in all activities to benefit the IT team and the wider business
  • Ensure compliance with the company policies & procedures.

Key Interfaces:

  • Polygon colleagues including Harwell, Neways and Plastic Surgeon
  • 3rd party suppliers to Polygon

Specialist Knowledge:

  • Must have a basic level of understanding of business IT systems
  • Knowledge of and ability to work to IT standards

Skills & Abilities:

  • Effective, empathetic communication, Verbal & Written to all key interfaces
  • Pro-active
  • Able to prioritise effectively
  • Problem solving
  • Ability to take initiative
  • Commitment to meeting targets
  • Listening
  • Delegation
  • Attention to Detail
  • Methodical
  • Calm under Pressure
  • Decision Making
  • Team player
  • Flexible
  • Compliance orientated

Education & Experience:

  • Good general education
  • GCSE English / Mathematics
  • Computer administration/ IT literate

Role Reports To:

  • IT Service Delivery Manager

How is Performance Measured?

  • Complaints
  • PES Results
  • Customer feedback
  • Personal Review
  • Personal Objectives
  • Effective management to agreed targets of Request List

To apply, please write or email with a CV and covering letter detailing your skills and experience to jamie.mcalindon@polygongroup.com