IT Helpdesk (Subject Matter Expert)
Hewlett Packard(Manpower), St Aiden's, Bracken Hill Business Park, Co. Durham, SR8 2RR, UK.
Job Titles: Service Desk Agent 1st/2nd line support. Senior Service Desk Agent. Out of Hours Senior Service Desk Agent. Out of Hours TDY Deputy Team Leader.
ITIL registered helpdesk using following tools: Remote Desktop, Citrix, Active Directory, Microsoft office, Quest Active Roles, Vantive, Service Manager, Remedy.
Duties involve: Critical incident management(escalating incidents to service delivery manager and invoking chasing support teams for resolution), Incident Life Cycle(looking after incidents, making sure support teams are actively working to resolutions), Training & Mentoring of new employees, Attempt to resolve IT issues(70% First time fix target) that clients may have using available tools including remote desktop takeover and Active Directory(AD), Strive to meet client specific service levels agreements, Fully documenting IT issues into the required logging tool, Dispatch non first resolved issues to appropriate second level support groups, Inbox Management of logged issues, Liaising with Resolution Groups, Attend team meetings.