Find More Than 10K+
United Kingdom Jobs

POSITION SUMMARY

The Intermediate IT Help Desk Support Services Specialist reports to Supervisor Help Desk Support Services and is responsible to handle all First-Tier calls generated from the clients of our solution platform. Tasks performed by this position are expected to be executed as per direction from the Supervisor Help Desk Support Services.

ESSENTIALS ROLES AND RESPONSIBILITIES

1. Required to handle at least 20 calls per day to include making call backs to follow up on open issues/tickets.

2. Abide by company policies and procedures, especially in relation to Service Desk Operations and their assigned SOPs.

3. Collaborate with team members to share knowledge of issues and corresponding resolutions or workarounds.

4. Required to understand Company applications to provide answers and participate in regular training to be efficient in company products and services.

5. Abide by company policies and procedures, especially in relations to Service Desk Operations and their assigned SOPs.

6. Follow escalation and de-escalation procedures as outlined within company SOPs.

7. Proactively review, recommend, and update current Service Desk SOPs to maintain them updated with current technology and changes of internal procedures.

8. Facilitate integration of Help Desk Operations with Intech 7x24 External Monitoring Services.

9. Handle all Windows based issues to include but not limited to installing/upgrading/troubleshooting various OS issues, virus, and network related incidents.

10. Required to provide extended hour support on a rotation basis as instructed by the IT Operation Manager.

11. Attend meetings, trainings, or seminars

12. Analyze and provide solutions to issues presented by customers in a professional manner.

13. Support to develop new and revise existing IT Help Desk policies and procedures.

14. Carry out basic administrative functions.

15. Carry out root cause analysis and create new resolutions to problems that occur frequently

TRAINING & EDUCATION

• Bachelor's Degree in Computer Science/Engineering or equivalent work experience is desired.
• Technical school, 4 year college degree, or 3-5 years related experience, or equivalent.

LICENSURE / CERTIFICATION

• Industry certifications such as A+, MCSE, ITIL, ISO 9001 and HDI are a plus
• Driver License is required.

PROFESSIONAL EXPERIENCE

• Three to five years technical support experience.
• Pharmacy Software / Phone Support / Multi-Tasking: 2 years.
• Experience in supporting proprietary software with a database in the backend is a plus.

PROFESSIONAL COMPETENCIES

Knowledge

• Understanding of IT principles.
• Excellent knowledge of Customer Service best practice.

Skills

• Strong, structured, process driven and analytical skills.
• Excellent written and verbal communication skills.

Abilities

• Willingness to take ownership of problems and follow through to completion.
• Excellent time management.
• Able to interface with end users – customer service attitude.
• Arrive to work promptly and consistently.

PHYSICAL AND MENTAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear, sitting, standing and walking.
• The position requires that weight be lifted and force be exerted up to 25 pounds.

• 
  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENVIRONMENTAL AND WORKING CONDITIONS

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Require evening or weekend work.