To deliver professional, customer-focused IT support to head office and site-based staff, following defined processes and meeting agreed service levels.
Key Responsibilities
* Log, prioritise, and manage incidents and service requests using the service management system.
* Provide 1st and 2nd line support for hardware and software issues, including installations and user guidance.
* Monitor and progress requests, restoring service as quickly as possible.
* Escalate incidents to internal teams or third-party suppliers in line with agreed procedures and SLAs.
* Support major incidents by assisting with user communications.
* Work collaboratively to meet individual and team KPIs and service targets.
* Create and maintain knowledge base and procedural documentation.
* Assist with IT projects and represent user needs to the wider IT team.
* Stay up to date with desktop technologies and best practices.
Skills and Experience
* Experience working on a busy service desk providing 1st and 2nd line support to 250+ users.
* Strong troubleshooting skills across hardware, software, and networking.
* Experience supporting:
* Microsoft Windows and Active Directory
* Remote working solutions
* Hardware builds and re-imaging
* IP telephony
* Experience working to SLAs and performance targets.
* Excellent communication and customer service skills.
* Well organised, proactive, and able to work under pressure.
* Strong problem-solving skills and ability to work independently or as part of a team.
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