Helpdesk Analyst -Based Watford & Swindon H/O

Main Purpose of role

• The maintenance and support of Mothercare's and ELC IT infrastructure across all sites.
• Provide 1st and 2nd Line Technical Support across the Mothercare and ELC Business.
• Installation and maintenance of PC's/laptops, printers and provide support for all business applications.
• Documentation of System Configurations and Standards. Specification and co-ordination of "standard PC/laptop build"
• Process day to day administration of systems and users profiles.
• Maintain continuity of detailed information relating to incident reporting.
• Performing or co-ordinating moves and changes across the Mothercare and ELC business.
• To provide Technical support across both Mothercare and ELC businesses and to be based across both sites located at Swindon and Watford.

Key Accountabilities

• The provision of timely and appropriate support to Mothercare's PC Systems.
• Maintaining an up-to-date record of all PC systems in use by Mothercare - including age, model, specification, configuration, procurement etc.
• Monitor the use of software throughout Mothercare and ensure compliance with licensing and copyright laws.
• Carry out such system upgrades or repairs as requested by the Help Desk and under the guidance of the Senior Support Analysts, Helpdesk Team Leader, or application specific team leader.
• Co-ordination of PC of moves and changes in both HO and throughout the Mothercare chain - all locations.
• The recovery of surplus or redundant equipment. The recovery of Laptops in the event of personnel changes.
• Provide support and advice to other parts of the IT organisation as appropriate.
• Documentation of System Configurations and Standards. Specification and co-ordination of "standard PC/laptop build"

Core skills and KPIs

• Good written and verbal communication skills to all levels of staff.
• Broad and relevant technical skills.
• Commercial awareness and understanding.
• Be able to produce and maintain thorough system documentation.
• Be able to work under pressure and without direct supervision, as part of a team or alone.
• Able to cope with several concurrent tasks using time management skills
• Methodical and organised. Reliable and conscientious.
• Use own initiative (and know when to act and when to call for help).

System skills

Broad knowledge across all PC platforms with strong knowledge of the following:

• PC/laptop/server Systems - Intel and other architectures
• Software - PC O/S (Win XP, Vista). minimum 2 year
• Applications - MS Office 2000, 2003, Outlook. Citrix -minimum 1 year
• Network / Communication Systems - Ethernet, IP, Internet, Remote Access, and VPN.

Job Reference: 522

Location: Watford, Hertfordshire

Job Sector: IT

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