IT Service Desk Coordinator

Job Position Summary:

We are looking for someone to join our support team providing first line support to both internal and external customers. Based in the Datacentre the role involves diagnosing, logging and tracking incidents and changes through our Service Management Portal, keeping customers and other support staff updated throughout the process. These duties are required to be carried out in line with the constraints imposed by our contractual SLAs. The Datacentre is operational 24x7x365 therefore the post will involve working 12 hours shift patterns. You will be working with the latest service management and incident technologies to ITIL v3 methodologies.

DataVita operate a “promote from within” policy, candidates with the appropriate skills and mind-set will have access to training and resources that will benefit their professional development.

DataVita offer an excellent remuneration and benefits package, underpinned with excellent training and career progression prospects.

Benefits Package:

  • Pension Scheme
  • Death in Service benefit
  • Equivalent 23 shift days annual leave including Public holidays

Key Responsibilities:

  • Co-ordination and Ownership of incidents through to progression
  • Provide first line support to internal and external customers
  • React to and process Alarms/Monitoring alerts
  • Diagnose/triage incidents
  • Operate service desk telephone system
  • Report and track faults through our Service Management Portal
  • Keeping customers up to date at all times
  • Answering customer queries
  • Assist 2nd and 3rd line support staff as required
  • Assist Facilities Maintenance and Security Staff as required

Person Specification:

An enthusiastic individual with an interest in IT related technology. Someone with excellent communication skills, able to work as part of a team as well as managing their own work load and time management. Keen to learn – through on the job training, formal training and personal study.

Experience and Skill Requirements:

Essential

  • Excellent communication skills – both written and verbal
  • Polite telephone manner
  • Attention to detail
  • Ability to remain focussed under pressure
  • Ability to work on own or as part of a team
  • Ability to follow detailed instructions
  • Good time management skills
  • Ability to diagnose and prioritise problems
  • Professional working attitude
  • Be conscious of surrounding events

Desirable

  • Previous experience of working in a customer facing environment
  • Previous experience of working in an ITIL ServiceDesk environment
  • Previous experience of working in the IT sector
  • Experience in using & configuring Microsoft Office products
  • Basic knowledge of Networking
  • Basic knowledge of Data Security Standards

Education/Qualifications:

Essential

  • GCSE / NAT5

Desirable

  • ITIL Foundation
  • Post-secondary school education, relating to IT
  • Any other IT/Network related qualifications or training