Overview
The Helpdesk team works with the Technical Support and Software Support teams to deliver an efficient and cost effective IT service to the Redrow group of companies.
The responsibilities of the team include logging new and tracking existing IT incidents to conclusion using our Helpdesk database, resolving minor IT issues, answering and tackling all telephone calls into the Technical support and Helpdesk teams, supply of stock consumables, administration of user accounts, application and user security audits.
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Log IT related queries onto the Helpdesk database, providing the customer with reference and priority details.
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Prioritise Helpdesk incidents depending upon business urgency.
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Resolve problems at 1st line where possible.
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Escalate issues to 2nd line support – Technical & Software support teams.
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Keep customer informed of incident progress at regular intervals.
Redrow Group Services
