Date Posted: 01/05/2019

Company: Canary Wharf Ltd

Department: IT

Reporting to: Helpdesk Supervisor

Location: Canary Wharf, London, E14

IT Helpdesk Co-ordinator

Job Summary: To manage the Helpdesk system and to provide first line support to users. This position is on a shift rota basis as the Helpdesk operates from 07:30 to 18:00 hrs.

Main Responsibilities

  1. To log all telephone calls on the Helpdesk system and assist users in solving IT related problems.
  2. To allocate calls to the appropriate team.
  3. To liaise with users to ensure calls are resolved to their satisfaction and close resolved calls.
  4. To review and release quarantine emails as appropriate.
  5. Co-ordinate initial users’ access to the Canary Wharf network system.
  6. Perform administration tasks relating to new users, requests for hardware/software, running routine reports from various systems etc.
  7. To produce and maintain departmental procedures.
  8. To occasionally assist on site second line support staff.
  9. Provide general administrative support to Group IT Administrator.
Health Safety & Welfare, Environmental and Quality Management Responsibilities
Health Safety and Welfare Responsibilities
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

Environmental Responsibilities
All Staff are required to follow the Canary Wharf Group plc (CWG) Environmental Policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and associated documents.

Quality Management Responsibilities
All staff are required to comply with CWG Quality Management System requirements detailed within the Company Quality Manual & Policies, and to ensure that all Procedure; Plans and Forms within InfoBase are effectively implemented to meet the set ISO 9001:2008 Quality Management Standard.

Person Specification
  1. IT background with 12 months’ experience of the main desktop applications.
  2. Good organisational skills with the ability to work unsupervised.
  3. Diplomatic and tactful with a keen sense of urgency, coupled with excellent communication skills.
If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online or send your cv and covering letter to: Personnel Department, Canary Wharf Group plc, One Canada Square, Canary Wharf, London, E14 5AB.