Logica is a major international force in IT and business services, employing 39,000 people across 41 countries. The company provides business consulting, systems integration and IT and business process outsourcing across diverse markets including energy and utilities, distribution and transport, financial services and the public sector.
You will provide 1st level support, incident management services and system operational tasks for a range of computer products, services and clients
Accountabilities
Service Desk & Operations:
• Provision of 1st level incident diagnosis and resolution for client environments, utilising remote tools where available:
• Desktop software, eg Windows 2000/XP/Vista, MS-Office suite
• Network Fileshare Management tasks
• Network Account Administration;
• 1st level diagnosis of Desktop hardware issues
• 1st level diagnosis and resolution of agreed business system issues
• Incident management of support requests and incidents to resolution as required (e.g. communication and escalation to 2nd level support, management and clients)
• System Health Checks of client services
Other: Delivery of services to agreed service levels
• Follow, maintain and improve NCSC procedures
• Quality of delivery (meeting customer expectations and correctly following procedures)
Objectives / Deliverables
• Provide
1st level Service Desk support and incident management
• Timely resolution of customer enquiries
• Perform daily Health Checks/Operational tasks as scheduled
Key Skills
• Excellent phone and communication skills
• Strong customer focus
• Good understanding of Windows 2000 & XP operating systems, MS-Office
• Email support with MS Exchange, Outlook
• Remote software installations
• Understanding of Active Directory and user account administraton
• Hardware knowledge at an application level
• Analytical skills to diagnose and resolve Operational, software and basic hardware problems
• Scheduling and completing assigned tasks
• Knowledge of operational and support tools and how to use them
Requirement to participate in 24x7 rostered work
