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Job #: R-00050382
Location: London
Category: Intern Technical
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Other Clearance

Description

Job Description:

JOB SUMMARY:

Working with the UK CIO IT Service Desk, supporting the End to End management of Tickets and Service Requests reported by our users and achieving first time fix where possible. Escalating and liaising with other business units in order to resolve issues within the defined SLA.

  • Central point of contact between our users and IT Services
  • Management of Incidents and Service Requests
  • Receive and record all calls from our users within our Ticket Management Tool
  • Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation
  • Monitor and escalate Tickets according to our SLAs
  • Keep users informed on status and progress of their Tickets

Key Responsibilities:

  • Monitor the Service Desk Mailbox and Unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA’s set
  • Call/Chat handling for all inbound customer contact to support new and existing Ticket Requests
  • Complete additional tasks as defined by the Service Desk Management
  • Be able to undertake any work on the desk and work to a high technical level
  • Assist in creating new or updating existing documentation

Ticket Management:

  • Log all Tickets and Service Requests reported via telephone, chat, email, or automatically generated
  • Take ownership of specific Tickets, ensuring that they are monitored, tracked and updated accurately and concisely throughout their lifecycle
  • Carry out initial support and classification of Tickets and Service Requests to determine the correct SLA / urgency
  • Ensure that all telephone, chat and email requests are logged within the Ticket Management tool
  • Complete investigation and diagnosis via the remote management tools available or via communication with the end user
  • Resolve Tickets by implementing permanent fixes or work around to known errors
  • Resolve Service Requests by following standard work instructions / processes
  • Invoke appropriate Technical Escalation to ensure SLA is achieved
  • Provide a Single Point of Contact (SPoC) to the user for Tickets, ensuring regular status updates are communicated to the customer
  • Invoke Hierarchical Escalation as required
  • Identify and report any potential Service Breach to the Service Desk Management

**This list of key responsibilities is not exhaustive and the post holder may be required to undertake other relevant and appropriate duties as reasonably required**

CORE COMPETENCIES

Soft Skills:

  • Customer focused
  • Analytical approach with good questioning & listening skills
  • Good verbal and written communication skills
  • Confident and self-motivated with a positive can do attitude
  • Team player

Technical skills:

  • Good working knowledge of Microsoft office applications (Outlook, Excel, Word)
  • Good working knowledge of Windows operating systems
  • Basic understanding of network infrastructure and system components
  • Able to use own initiative to troubleshoot and find solutions to technical issues

**Training is continually delivered by Leidos and support provided to support technical growth and development**

External Referral Bonus:

Ineligible

Potential for Telework:

No

Clearance Level Required:

Other Clearance

Travel:

No

Scheduled Weekly Hours:

37.5

Shift:

Day

Requisition Category:

Professional

Job Family:

Intern Technical

Pay Range:

This job posting is no longer active.

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