Job-type Interim / Contract
Salary £400 - 500 per week
Reference ITLW2021

Omega are looking for a Helpdesk Support Analyst to deliver geographically diverse IT operational support to agreed service levels, providing first-class service desk support to users and ensuring that all calls are closed to user satisfaction. A strong focus on teamwork within the department, a proactive approach within the business and a positive and professional attitude to work are essential. 

This is predominantly a 9-5 role based in Gloucester over our 2021 peak period until the 18th of December. The rate of pay is: £11.00 p/h.

Key Responsibilities:

  • Answer the Service Desk phone, emails and walks ups.
  • Accurately log all faults and requests onto the call management system.
  • Actively monitor and progress all incidents and service requests to ensure resolution within SLA.
  • Complete Service Desk communications to business and internal IT teams for incidents.
  • Ensure appropriate escalation, co-ordination, conferencing and resource for critical and major incidents.
  • Coordinate with the business PC moves and similar projects.
  • Monitor critical and essential systems using the monitoring tools provided.
  • Effectively resolve issues and calls raised, or allocate to an appropriate third line resource.
  • Monitor server and UPS health, network and firewalls.
  • Set up remote access and provide documentation and user demonstration.
  • Maintain training documents/media and knowledgebase documentation for business and internal teams.
  • Support and configure printers, PC’s and associated peripherals, phones etc.
  • Carry out other tasks as agreed by the Service Desk Manager.

The Ideal Candidate:

The ideal candidate will be educated to GCSE or equivalent standard including English & Mathematics. They will have a keen interest in the IT operations support function. Have a pleasant professional telephone manner and excellent customer facing skills and able to communicate with colleagues and customers. Experience with MS Applications and Active Directory an advantage.  They will have strong communication skills, both written and spoken, with an acute attention to detail at all times.

Personal Qualities:

  • Highly motivated and keen to learn new skills.
  • Logical approach to problem solving.
  • Ability to prioritise and remain calm under pressure.
  • Flexible approach to work and working hours.
  • Good team working skills.

Key Benefits:

  • 9am – 5pm working hours
  • OnSite support from Omega
  • Subsidised canteen
  • Free car parking
  • Fantastic links to public transport
  • PPE provided
  • Gym onsite
  • Modern working environment
  • Staff discount