Employer description:
St Andrews is a unique and captivating place, and the University is a key part of its charm. Seven centuries of history link the students with the town, leading to the ancient and yet modern institution apparent today.
Overview:
Through a period of apprenticeship and training, you will learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT Service Desk and ultimately be able to fully perform the role of IT Service Desk Analyst.
Responsibilities:
1. Working with others, develop skills to provide the customer interface to IT Services via counter services, telephone and electronic communications. Contribute to handling incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner.
2. Learning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops.
3. Developing an understanding of how to delegate incident/service requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through to resolution.
4. Communicating with users – keeping them informed of incident progress, notifying them...