• To provide a centralised contact for IT users that follow ITIL principles to deliver a continually improving IT service to all staff and stakeholders.
• Provide 1st line support for 800+ users for all IT and facilities enquiries
• Provide Desktop, PC, laptop, IT equipment support for all users. Troubleshoot, diagnose and test all issues raised using Remedy.
• Where required escalate to the relevant technical areas.
• Maintain high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and be proactive when dealing with user issues
• To log and update calls on the Remedy system
• The ability to work under pressure to meet deadlines whilst maintaining quality of service
• Interface with various groups to ensure communications are effective, that optimum and timely service is provided to users
• Resolve a high percentage of calls at first point of contact with the users
• Ensure that written responses are accurate, professional, clear and concise
• Flexibility to work on a shift rota (12 hours x 5 days per week currently)
• Ability to prioritize and deliver service, to agreed Service level agreements within a diverse and constantly changing Technical environment.
• Work as part of a team, with a positive can-do' attitude, sharing advice and workloads to
• Provide the best possible service to our customers

Technical skill-set

• Remote Support of PC, NetPC's (Thin Client), Laptops and peripheral devices, mobile phones and PDA's
• Resolution of incidents across the OHIM's computing environment, relating to the above products and technologies (problem diagnosis, troubleshooting, escalation to external product suppliers and reporting via the Service Desk).
• Support of Anti-Virus services
• Support of System Management products and tools for the Windows platforms.
• Production of technical documentation (compilation of User Guides, documentation of procedures etc).

Skills Experience

• Proven experience in the above mentioned tasks is essential.
• Very good knowledge of Windows XP Professional-Windows 7 (Microsoft certification 70-685).
• Very good knowledge of MS Office 2002/2003/2010
• Knowledge of Windows installation and deployment tools.
• Good knowledge of PC hardware.
• Knowledge of networking (TCP/IP, MS-Networking, Dial-up networking, Remote Access Server, VPN)
• A very good working level of at least 2 of the following languages: Spanish, French, English, German.
• Excellent interpersonal relations skills.
• Ability to participate in multi-lingual meetings, ease of communication on technical matters.
• Knowledge of Remedy System or equivalent
• Awareness of ITIL for Service Delivery and Service Support.

Other:

• Any other duties commensurate to the job and as requested by Management.
• To undertake any training required in order to maintain competency
• To contribute to and work within a safe working environment