Graduate IT Helpdesk Support
This vacancy has now expired, and is not accepting any new applications.
Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.
Closing Date: 02/06/2023
This vacancy has now expired, and is not accepting any new applications.
Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.
Summary
The Help Desk team works with the Technical Support and Software Support teams to deliver an efficient and cost effective IT service to the Redrow group of companies. The Graduate IT Helpdesk Support will follow a 2 year scheme to develop their IT Support and customer service skills.
The post holder will be heavily involved with day-to-day Help Desk activities including resolution of IT problems, answering and distributing telephone calls to members of the Technical support team and administration of user accounts in accordance with departmental procedures.
Key Responsibilities
1. Helpdesk
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Log IT related queries onto the Help Desk database, providing the customer with reference and priority details.
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Prioritise Help Desk incidents depending upon business urgency.
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Resolve problems at 1st line where possible.
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Escalate issues to 2nd line support – Technical & Software support teams.
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Keep customer informed of incident progress at regular intervals.
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Manage customer expectations.
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Review logged incidents regularly, escalating matters accordingly.
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Update Help Desk incident information to maintain topicality at all times.
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Provide general (but limited) assistance to users in using internal systems and 3rd party supplied software packages (but not training).
2. Support and guidance
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Provide assistance with training and coaching needs of junior team members.
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Answer telephone calls for Technical support and Help Desk teams, ensuring that queries are tackled efficiently by either transferring the call to a team member or logging details on the Help Desk incident database.
3. Documentation
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Maintain user, reference and misc. other documentation as required.
4. Security
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Administer user accounts i.e. setting up, altering, revoking and removing.
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Reset and/or unlock user accounts passwords as required and in accordance with department procedures.
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Report to management breaches in security as required.
What we are looking for
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Self-motivated and driven
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Keen interest in technology and computers
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Team player as well being able to work independently
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Strong communication skills
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Proven track record and experience in similar role
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Attention to detail
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Willingness to learn
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Passion
What we can do for you
We've been building a proud reputation for beautiful high quality homes across England and Wales for nearly 50 years. Key to our success are the many talented people working in every department across the business who are committed to excellence. We encourage them all to grow and maximise their potential by working with like-minded people who share their vision and values.
At Redrow we are committed to continuously promoting Equality, Diversity and Inclusion (ED&I) throughout the business to build a culture that is inclusive to all, actively values difference and ensures everyone is treated fairly.
Supporting the physical, emotional and financial wellbeing of our people really matters and it\'s something we take very seriously. The health and wellbeing of our employees and sub-contractors is embedded at the heart of our culture and as part of this, we offer a wide range of wellbeing programmes, initiatives and education to support our colleagues both in work and in their personal lives.
We promote a culture of development and believe in investing in each individual to help them fulfil their personal goals, excel in their current role and support their future career progression.
Application tips
As we expect a lot of applications, we need our successful candidates to stand out from the rest. We like our people to be different – so what sets you apart? What can you offer us? Why do you want to work at Redrow?
Be clear and concise, and make sure that everything that goes into your application represents your qualities.
The start date for this graduate role is September 2023.
