lT Service Desk CONSULTANT

Key Tasks and Responsibilities

1. Support the IT Service Level Manager in the day-to-day administration of the software tool helpLine. The incumbent must be willing to acquire in-depth knowledge of the software in order to be able to administer users, assets and access rights.

2. Support the IT Service Level Manager in the day-to-day tracking of Incidents and Tasks to ensure the progress of them within the agreed SLAs (Service Level Agreements).

3. Support the IT Service Level Manager in the registration and administration of Problems resulting from Incidents. This includes the regular maintenance of the Problems in helpLine and their publication to the user community

4. Support the IT Service Level Manager in the design and maintenance of Crystal
Reportswhich provide performance statistics of Incidents.

5. Ensure the accuracy of the CMDB (Configuration Management Database). This includes regular audits and the check of updates whenever IT Asset are exchanged.

6. Support the IT Service Level Manager in the setup and administration of a Knowledgebase. This includes the regular maintenance the Knowledge DB and its publication to the user community

7. First line support of hardware/software problems in response to incidents reported to the central IT Service Desk. This includes logging and categorising of incoming Incidents, tracking the process of Incidents and the final closure of these using the IT Service Desk support software tool helpLine

8. Support of staff in the use of installed computer devices, related peripherals and standard PC software packages

10. Routine user network login password administration[-]Routine maintenance of the IT Service Desk Intranet site

12. Arrange and monitor hardware repairs by external companies

13. Other related duties as appropriate to grade and experience as required by the IT
Service Level Manager

Imprescindible:

• Residir en Fuera de España
• FP2
• 3 a 5 Años de experiencia

Se ofrece:

Salario: 42.000 - 48.000
Contrato: Por Obra o Servicio
Duración: 1 año
Jornada: Completa

Se requiere:

Personal Skills, Qualifications and Experience Required

Essential

1. Practical experience in a professionally run IT Service Desk either as a member or
with a leading role.

2. Experience in the use of an Incident Management software tool.

3. ITIL Foundation certification V2 or V3.

4 Good knowledge of standard PC Operating Systems and application packages, Le. MS-Windows XP, MS-Office.

5. Good personal communication skills and friendly character..

6. Ability to cope with stress situations and be multi-task able

7. Good physical health and the ability tci lift I move heavy or large IT items

9. Fluency in written and spoken English.

10. Experience in LANs.

Desirable

1. Knowledge of Crystal Reports.

Se desea:

Desirable

1. Knowledge of Crystal Reports.