Job Description

IT Help Desk 1st Line and 2nd Line Support (2 roles)
IT - Granby Avenue
£17,000 basic salary with company benefits
Overview
You will see from our website and our recent financial results that we are a rapidly becoming one of the Country's leading automotive retailers. We currently operate 83 franchised outlets throughout England and Scotland employing over 3,000 people and have very strong relationships with the manufacturers we represent. We are the 9th largest retail motor group in the UK and will be expanding as we drive our business forward into 2012. We are very well placed in to achieve our growth and performance objectives and are constantly building our capacity to improve the business further. We have a clear vision to become recognised as the most progressive motor retailer and are committed to supporting our colleagues through the provision of continuous training, coaching and development. Our competitive advantage lies in the quality of people we employ and we are intent on building our future on the drive, energy and talent of our colleagues. With that in mind we are selective about who we employ and expect that they drive the business forward passionately and fully in line with our values.

Role & Responsibilities
Responsibilities / Duties include:

- Receiving, prioritising, documenting and actively resolving end user help requests across the full range of Vertu Motors IT systems and services.
- Troubleshooting issues in a timely, efficient and accurate manner keeping the end user notified of current progress.
- Provide IT helpdesk cover between the normal dealership main business hours (currently 8am – 6.00pm weekday and 9am – 1am Saturday Mornings). These hours
may increase in the future to include earlier openings / later closings (Mon – Fri.)
- Maintaining consistent, accurate and up-to-date call logging with end user notification a key aspect
- Completing and documenting current starters and leavers processes, in line with Group procedures, ensuring systems are up to date and secure.
- Carry out new machine preparation for remote installation or engineer rollout including software and user configuration
- Managing escalated calls, including those to third parties, ensuring they are resolved to the end users satisfaction.
- Maintaining group assets and infrastructures to include monitoring system backup state, system upgrades and ensuring optimum performance
- Maintaining the asset database ensuring asset location throughout the group is accurate and up to date
- Involvement in key project/acquisition tasks which may arise at short notice.