• Belfast
  • £ £11.53
  • Temporary
  • BSO ITS
  • darius.gruzauskas@premiere-agency.com

Looking to recruit Service Desk Technician for BSO Belfast for a 6-12 Months contract

work is based from home after 2 weeks initial office based. please note – it might change along with the guidelines regarding Covid

Paid £11.53 an hour

JOB SUMMARY:
This post will involve working on the ITS Service Desk, handling calls from Health Service
staff, Northern Ireland Fire Service and third party suppliers. The post holder will also be
responsible for first line resolution for a number of different systems. The ITS Service Desk is
ITIL and ISO20000 compliant; and as such the post holder will have access to extensive
operational documentation in order to meet the demands of the role in full.

Essential Criteria:
1. Either
a. GCSE Mathematics & English (Grades A-C) OR equivalent qualification to
demonstrate literacy and numeracy OR higher qualification
AND
2 x A Levels equivalent OR higher qualification
AND
At least 18 months relevant experience*
OR
b. At least 3 years relevant experience*
AND
2. Ability to work as an effective member of a team and a proven ability to work on own
initiative with minimum supervision;
3. Proven ability to communicate effectively, both orally and in writing (as appropriate to
meet the needs of the post in full), and to establish good professional relationships;
4. Ability to work accurately, demonstrating attention to detail, while working to tight
deadlines;
*Relevant experience is defined as providing or supporting information and communications
technology systems in a Service Desk, Helpdesk or customer service environment

KEY RESULTS AREAS
Service Delivery
a. Log incidents and service requests received by telephone, email or via the vFire
portal from Health Service staff and third party suppliers
b. Provide first level resolution services for a number of systems (e.g. Active
Directory password resets, Samdung activations and password resets, creating
email addresses and managing mailbox permissions using MS Exchange etc)
c. Liaise with customers to acquire the necessary details regarding logged incidents
and service requests
d. Liaise with second level support teams and third party suppliers to ensure
incidents and service requests are dealt with in a timely manner
e. Publish notifications about service outages to customers
f. Monitor the progress of incidents and service requests that are the responsibility
of the Service Desk and action in order to meet SLA targets
g. Manage incident escalations
h. Provide technical expertise, feedback and guidance to customers
i. Produce incident status reports and assemble these for distribution to relevant
managers on a monthly, quarterly or ad hoc basis as appropriate

Information Technology Services (ITS)

j. Issue laptops and data projectors on loan to ITS staff as required, and maintain
associated records
k. Undertake any other duties of a similar nature and appropriate to the grade as
may be assigned by the Service Desk Manager

Development and Innovation
a. Engage in personal and professional development to maintain a high level of
relevant knowledge and skills
b. Development of knowledge of the relevant business areas associated with the
ICT service or Project.
c. Maximise the use of ICT Services ensuring best value for money and most
efficient use of resources

Collaborative Working 
a. Liaise with colleagues plus suppliers/vendors as required, ensuring good
relationships are maintained at all times

Communication and Information Management  
a. Assist the Service Manager in the formulation of policy, procedures, standards
and guidance for both technical operations staff and users of the ICT Solutions.
Quality & IT Service Management Best Practice
a. Participate fully in BSO quality initiatives particularly those involving ITS and
specifically the application of ISO 20000;
b. Use and compliance with the ITS service management processes for all processes
including management and functional escalation of problems and incidents;
change, release and configuration management
c. Assist the Service Manager to ensure any ICT Services operational
documentation for which they are responsible for is kept up to date.