Helpdesk Analyst - Information Technology

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Helpdesk Analyst - Information Technology

REF: A423
The Institute of Cancer Research is a world-class cancer research organisation with international excellence ratings across all of its research programmes. It is a College of the University of London and, in partnership with The Royal Marsden Hospital Trust, forms the largest comprehensive cancer centre in Europe.
The IT Helpdesk is the central point of contact for all IT related incidents, tasks and requests, providing a high quality call logging and 1st line technical support facility to all Institute members. It will be your duty to provide call logging and 1st line support to all PC/MAC/Laptop users (approx 1200 users, making approx. 1100 telephone calls a month). You will be responsible for the timely recording of calls, initial problem investigation and the monitoring of calls through to resolution, invoking escalation procedures when required. Central to the role is ensuring that all calls made to the IT Helpdesk are dealt with and resolved as quickly and efficiently as possible, minimising the disruption of service to end users.
Excellent interpersonal skills are paramount as is 12 to 18 months demonstrable experience in an IT customer facing Helpdesk/1st line position. In addition, a good working knowledge of HEAT Helpdesk or similar, TCP/IP networks, Novell Administration, Microsoft Windows XP, Microsoft Exchange and Apple Macintosh OS9/OS X would be beneficial. An industry standard qualification, such as MCSE/MCP as well as literacy in ITIL would also be advantageous.
The salary will be in the range £20,326 - £23,082 p.a. inclusive. This post also benefits from a contributory “final salary” pension scheme and generous leave entitlement.
To apply please email your CV and covering letter (addressing where you meet the person specification and including the names and addresses of two referees), to: eval(unescape('%64%6f%63%75%6d%65%6e%74%2e%77%72%69%74%65%28%27%3c%61%20%68%72%65%66%3d%22%6d%61%69%6c%74%6f%3a%72%65%63%72%75%69%74%6d%65%6e%74%40%69%63%72%2e%61%63%2e%75%6b%22%3e%72%65%63%72%75%69%74%6d%65%6e%74%40%69%63%72%2e%61%63%2e%75%6b%3c%2f%61%3e%27%29%3b')), quoting job reference number A423.

In a separate email, please send your completed equal opportunities monitoring form to the same email address quoting the job reference number above.

Closing date: 16th January 2011

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