Main duties
* Maintain the services desk function on which customers will access for all their IT Services Requests, Incidents and queries
* Responsible for servicing and facilitating IT Incidents and Requests from end users
* Ensure details are captured and entered the Service Management call logging system and prioritised accordingly
* Track, update and manage calls to resolutions. Escalating when necessary. e.g. Performing a functional escalation, linking to a problem record or change record
* Manage regular communications between IT and the customer regarding updates
to calls
* Ensure IT service Incidents and Requests are managed and resolved within agreed service level targets
* Verify customer satisfaction before resolving Incidents and requests
* Provide desk side & meeting room services within agreed service level targets. Liaise with other departments and IT groups to ensure effective communication, escalation and knowledge sharing
* Maintain an IT Asset database
* Monitoring and managing call queues, ensuring service levels are achieved
* Effectively resolve user Incidents and Problems by applying known fixes and workarounds from the Knowledge Base
* Ability to rebuild laptops when necessary.
* Liaise with third party support companies, ensuring timely resolution and service levels are achieved
* Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard
* Liaise with the Service Desk Management, ensuring they are kept updated of any service Incidents that require escalation or require further attention e.g. Major Incidents
* As opportunities arise, submit improvement ideas onto a continual service improvement register (CSI)
Systems experience & knowledge:
* Knowledge of ITIL (Information Technology Infrastructure Library)
* Experience of using an enterprise service management toolset.
* Experience of remote support tools
* Be able to demonstrate and understand the principals of IT Networks in an enterprise environment
* Understand the concepts of backups and disaster recovery
* Experience of supporting Windows 10
* Experience of supporting Microsoft Office 2016 & O365
* Experience using active directory & azure active directory
* Experience/exposure to the O365 Admin suite
* Previous experience of desktop hardware and printer troubleshooting and support
* Experienced in PC builds and upgrades
* Be willing to gain more technical experience