An IT Solutions provider are looking for Service Desk Support Technician to join an engineering technologies solutions company.
They are looking for someone with the following:
* Provide first-level IT technical support and problem resolution online and over telephony to all end-users with software, hardware and application problems via the ServiceNow ticketing system
* Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner
* Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
* Maintain communications with customers throughout the problem resolution process
* Administer user accounts via Active Directory, group membership and rights assignment based on established procedures
1. Technical Troubleshooting
* End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)
2. Report any pattern or trends to management for proactive problem management
3. Refer to internal IT news, Knowledge articles, and general industry updates to stay up-to date with recent chan...