Provide first line end-user support for IT and Facilities based systems
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues and reinforce SLAs to support end-user expectations
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Support the management of IT hardware (Desktop/Thin Client/Laptop etc.) in accordance with relevant policies
Take part in maintaining an inventory of all IT equipment
Liaise with third-party support and PC equipment vendors
Act as an escalation point for intermediate help requests
Prioritise and schedule problems. Escalate problem when required to the appropriately experienced IT Support Technician
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Support corporate phone system (VoIP) and independent mobile telecoms users
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals - including checking servers
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow ups with Level I Technicians as required
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