Service Desk Support Officer

Hours:      37.5 hours a week, Mon-Fri, 9am-5.30pm
Contract:  Fixed Term/Permanent 
Salary:      £20,000 - £25,000 per annum depending on experience
Location:  London, N7 

The Role:

Our client is a boutique software services provider that delivers bespoke solutions to the Social Housing sector (which covers Local Authority Housing and Housing Associations) and is a non-profit distributing company owned by several local authorities. 

The successful candidate will provide 1st and 2nd line support by taking and investigating calls. If further technical expertise is required, they will also be responsible for the effective escalation of customer enquiries ensuring the process is delivered efficiently.
Calls must be responded to in line with the published service level agreement (SLA). 

Whilst this role is initially designed for a 12-month placement, there is scope for the successful candidate to become a permanent member of the team.

Key Duties and Responsibilities:

• Answering calls, logging tickets and ‘triage’ enquiries to relevant technical specialists for fault resolution
• Taking a logical approach to trouble shooting to assist in diagnosing root cause of problems in a multi-layered, 4-channel system 
• Prioritising tasks and tickets across a diverse and complex workload
• Managing and maintaining support information software in an organised manner
• Testing of new releases and bug fixes against specs and system functionality 
• Managing Data Transfer routines, diagnosing data transfer faults and implement or managing fixes 
• Assisting in production of training materials and system guides
• Producing stats and reports and knowledge of Google analytics or other web reporting tools 
• Communicating, negotiating and mediating between several ICT suppliers

Essential Knowledge, Skills and Qualifications:

• Good understanding of ICT, the Internet and web-based technologies 
• Experience of working on an IT Desk and providing 1st and 2nd line support for Web based software products
• Willingness and ability to learn new processes and systems through practical demonstration and application, attending training courses and reading/studying relevant subjects
• Excellent communication and presentation skills, e.g. ability to speak clearly at meetings and conferences; high quality English language writing skills in order to write good quality reports; ability to clearly articulate the issues and any steps needed for resolution in all your communications
• Experience of managing and maintain systems documentation
• Knowledge on how to ping IPs and check server connectivity 
• Ability to diagnose data transfer faults across multiple web-based systems (for instance, duplex data transfer between a telephony carrier, the internet, corporate networks and servers) 
• Knowledge of data structures, data formats (XML, csv, excel etc) 
• Experience of working with XML data schemas and XML data transfer routines 
• Knowledge and experience of setting up and fixing faults with FTP, sFTP, and similar services 
• Understanding of WAI accessibility guidelines and standards – particularly Level A, AA and AAA 
• Advanced understanding of Internet Explorer, Webkit based browser and other mobile device browsing platforms 
• Ability to work under intense pressure and to deliver to deadlines 

Desirable:

• Knowledge of setting up Web services 
• Understanding of content management systems. (CMS) 
• Educated to diploma or degree level in ICT -related course 
• Qualification in or knowledge of ITIL 
• Experience of working in the housing sector and/or other public services
• Competent in using all MS Office applications, particularly MS Word, Project and Excel
• Good understanding of Network layouts and network devices such as firewalls, proxys etc 
• Familiarity with web systems architecture i.e. different types of server/services; and client/server architecture