PRINCIPAL ACCOUNTABILITIES:
* This role revolves around answering, logging and managing calls related to IT software, hardware and systems; setting their priorities and owning them to resolution.
* Answering and logging all incidents/requests whether received via phone, email or face to face.
* Resolving 95% of incidents/requests coming into the Service Desk owning from inception to completion.
* Create and administer user and email accounts for the companies Active Directory and Office365 systems.
* Installation, configuration and support of Microsoft Operating systems, Microsoft Office applications and business software
* An involvement in project work such as upgrades and rollouts
* Adopt security best practice - Antivirus, Backup/Restore
* Hardware build and repair including peripherals
* Maintain and administer mobile phones and their operating systems
* Support of video conferencing equipment
* Develop and expand Service Desk knowledge base
* Provide holiday cover for other members of staff including some in other parts of the UK - staying away will be necessary
* Project a positive image of IT and maintain/develop good working relationships with both internal and external customers to improve service delivery.
PERSON PROFILE:
QUALIFICATIONS, SKILLS AND EXPERIENCE
1. An aptitude for le...