Key Deliverables:
- Act as a first point of contact for all internal customers regarding IT issues and queries.
- Logging all requests and incidents within the ITSM helpdesk system ensuring
- Ensuring SLAs are met by responding to and resolving tickets in a timely manner.
- Take ownership of tickets ensuring the customer and ticket is updated with the ticket resolved where possible or assigned...
Key Deliverables:
- Act as a first point of contact for all internal customers regarding IT issues and queries.
- Logging all requests and incidents within the ITSM helpdesk system ensuring
- Ensuring SLAs are met by responding to and resolving tickets in a timely manner.
- Take ownership of tickets ensuring the customer and ticket is updated with the ticket resolved where possible or assigned to next resolving group in a timely manner
- Provide a professional and high-quality customer support service adhering to service management principles
- Remote and in person support using windows administration and mobile device management tools.
- Administration and support of solutions such as Active Directory, Office365, D365, Outlook and Exchange
- Create/disable/update user and system accounts; permissions, unlocks, password resets and group creation / assignment in accordance with security policies and procedures
- Installation and support of software
- Troubleshoot desktops, laptops, tablets, mobile phones and other end user peripherals for any hardware, software or network issues
- Asset management of all IT equipment keeping track of what equipment is assigned to whom.
- Management and assignment of software licences
- Identify problems and raise awareness with Service Managers
- Ability to organise and prioritise own workload
- Take ownership of improving first time fix rate by working with second line team to increase knowledge
- Ensure Knowledge base is regularly reviewed for any additions or amendments
- To participate in the department's out of hours rota as required.
- Keep abreast of new technologies
Key Skills:
- Resetting Passwords (Active Directory)
- General Microsoft related troubleshooting: Windows 10 & 11, Office 365.
- Preparing & diagnosing hardware issues: Laptops, Desktops, Phones
- Experience with ServiceDesk ticketing system would be useful.
- Need somebody with competent Microsoft skills and experience!
