3451 Senior Technician (Service Desk)

• Maintains knowledge management systems and content to meet business needs.
• Supports others to enable them to complete knowledge management activities and form knowledge management habits.
• Supports changes to work practices to support capture and use of knowledge.
• Reports on the progress of knowledge management activities.
• Configures and develops knowledge management systems and standards.

Application support

• Follows agreed procedures to identify and resolve issues with applications.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed applications maintenance tasks.

System software

• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.
• Applies system software parameters to maximize throughput and efficiency.
• Installs and tests new versions of system software.
• Contributes to preparation of software implementation procedures with fall back contingency plans.

Incident management

• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
• Advises relevant persons of actions taken.

Customer service support

• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Contributes to creation of support documentation.

Additional duties for this post:

• Deputize for higher grade staff, if required.
• Performs other duties as may be required.

Do you have experience in Visio?, * The candidate must have a currently active NATO SECRET security clearance.

• Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
• Good knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, MS Office, Visio, MS Project and Internet Explorer.
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).
• Experience is demanding customer facing roles and in end-user support in general.
• Extensive experience in performing user administration in MS Active Directory and Exchange.
• Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment.
• Competency in call center tracking tools.
• Prior experience supporting customers in use of application software.
• Proficiency in using support software tools.
• Strong experience with automating IT tasks and processes and procedures.

Desirable:

• Courses/certifications in IT
• Service Desk Analyst Certification
• ITIL 4 FoundationITSM - Incident Management