JOB DESCRIPTION

To provide IT Service Desk support to internal staff, assisting them with hardware and software problems/queries via phone, email or in person

KEY ACCOUNTABILITIES:

• To provide technical support to the group, answering support queries via phone, email, F2F
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user incidents and be proactive when dealing with user issues
• Log all calls on the call logging system and ensure these calls are updated regularly and in-line with business processes
• Document processes and procedures, and contribute to building the IT knowledge base
• Respond to enquiries from clients and help them resolve hardware or software problemseither locally or remotely.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of computer equipment by providing necessary training and advice.
• Build PC’s and provision other equipment included in the service catalogue
• Escalate tickets to other members of the team where necessary (as per the Incident and Service Request processes)
• Timely and accurate management of New Starter and Leaver tickets as per the documented processes
• Visit remote sites to provide face-to-face support when required.
• Work collaboratively with other members of the team to fulfil requests and resolve incidents promptly

SKILLS & EXPERIENCE:

• Understanding of ITIL best practice
• Excellent telephone manner and customer service
• Experience in using call logging software and managing tickets within that software
• Knowledge of Microsoft-based operating systems with emphasis on Windows 11
• Experience with using and troubleshooting Microsoft Office 365 apps
• Understanding of Citrix virtual desktops
• Some knowledge of Active Directory (user account management)
• Experience managing and supporting mobile devices
• Understanding of PC hardware set-up and configuration.
• Strong troubleshooting skills with the ability to work as a member of team or individually.
• Strong documentation and communication skills are essential.
• Excellent time keeping
• Willingness and capacity to upskill quickly and efficiently.

Please refer the Job description for details