Our client is a leading manufacturing and distribution company located in South Liverpool.   A fantastic role has arisen in their rapidly expanding IT Division for a Support Advisor   Individuals will be responsible for taking on technical service desk escalations from 1st line support and customers. This individual will play a key role in ensuring delivery of the IT customer charter to provide the right service, take ownership and instil confidence in the clients support abilities.   Main Duties & Responsibilities:   Provide 1st and 2nd line support to end users, offer training on an ad-hoc basis   Respond to user requests and issues in a timely manner   Take ownership of desktop equipment and the office-based user application landscape   Configure and install desktop systems to meet end user needs   Maintain desktop systems, use patch management tools to reduce impact of patch deployment and aid desktop security   Troubleshoot user issues limiting downtime to a minimum   Administer and maintain ADS for users and equipment, and associated services   Co-ordinate with equipment suppliers   Provide flexible end-user support when required, including out of hours coverage   Contact a user reporting a problem within one day of logging the call liaising with team members where additional support is required   Follow up with users to ensure helpdesk tickets are complete prior to closure   Expectations   Develop respectful working relationships with all staff   Partner with users, to facilitate and support them in meeting their business needs   Take ownership of service desk problems and follow through to resolution in a timely manner Ensure clear, concise and unambiguous communication both verbal and written at all times   Promote confidence in IT systems to users by ensuring a positive can-do attitude   Make recommendations to improve systems using initiative, innovation and creativity where appropriate taking into account user and business needs   Co-ordinate changes to systems by using the change control process   Respond within 30 minutes to escalated or urgent calls   Health, Safety & the Environment:   Ensure departmental compliance with relevant health, safety and environmental procedures, legislation and targets to meet plant and corporate requirements and to assist in the maintenance of a safe and environmentally friendly workplace.   Include HS&E concerns/issues within regular documented team briefings, feedback relevant information to HS&E Manager using the appropriate documentation system   Ensure accident report forms are fully completed with accurate information within the guidelines provided for every incident   Ensure that accident or near miss investigations are completed effectively and clearly documented within the guidelines provided.   Essential Experience/Requirements:   ·      Dealing with support issues and minimising user impact   ·      In-depth knowledge of Microsoft desktop operating systems & Office suite   ·      Experience of supporting users in a Microsoft Active Directory environment   ·      Knowledge of networking   ·      Knowledge of SAP and SAPERION Would be Desirable   Salary   Salary for the position is £20,000-£26,000 (Pro Rata)   This role is being offered on a Fixed Term Contract Until December 2012