Job Description

Company Description
At Turner & Townsend we’re passionate about making the difference. That means delivering better outcomes for our clients, helping our people to realize their potential, and doing our part to create a prosperous society. Every day we help our major global clients deliver ambitious and highly technical projects, in over 110 offices worldwide. #LI-HT1


Scope:

• To raise Help Desk calls for all user queries coming into the central IT Help Desk mailbox.
• To schedule calls, using Turner & Townsend’s Help Desk system, to the Global IT Technical Support team.
• To monitor alerts and raise preventative maintenance calls with other members of the Global IT Team.
• To assist members of the Global IT team in the delivery of IT services across the business.

Responsibilities will include:

• Raising, logging and allocation of support calls onto the IT Help Desk from calls received into the central email system, in person or by phone
• Checking of system alerts and escalation to the relevant IT team
• Checking of global backups, identifying actions from failures, and liaising with local administration support regarding backup tapes
• Updating the IT asset database (hardware and software)
• Working within a streamlined globally distributed IT team providing all levels of 1st line support (creating new users, processing leavers, password resets, modifying mail/security group membership, FTP site administration)
• Updating of process and procedures documentation
• Logging calls with 3rd party providers where necessary
• Liaise with the Business and build positive working relationships

• Duties will vary and be revised due to the nature of the IT Support environment (above is a guide and not a comprehensive list of responsibilities)

Essential Skills:

• Must have a high standard of customer service experience
• Excellent written and oral communication skills
• Experience of working in a helpdesk/1st line support environment
• A demonstrated ability of basic IT support tasks
• #LI-HT1

Qualifications

• 2- 5 years’ experience of logging & scheduling calls
• Proven track record of working in a Help Desk or Call Centre environment
• Exposure to and working experience of working in an IT 1st line support environment
• Intermediate skills in Microsoft Office

#LI-HT1
Additional Information
Our inspired people share our vision and mission. We provide a great place to work, where each person has the opportunity and voice to affect change. We want our people to succeed both in work and life. To support this we promote a healthy, productive and flexible working environment that respects work-life balance. Turner & Townsend is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and actively encourage applications from all sectors of the community. Please find out more about us at www.turnerandtownsend.com #LI-HT1