Purpose of the role:
This role will contribute to the smooth running of the IT Service Desk Support team by providing IT service support across all jurisdictions, adhering to IT procedures and standards.
Responsibilities:
- Provide hardware and software support both locally and remotely for all Jurisdictions and escalate appropriately
- Be the first point of contact for all support or service calls on a daily or weekly basis
- Complete daily operations and manage all calls in accordance with the service desk process and procedures
- Provide support and set up for presentations, video conferencing and telephone conferencing both on and off site
- Ensure that the Service Desk Manager is notified of any ongoing faults and training related support calls across all jurisdictions
- Liaise with the wider Support Team regarding outstanding Incidents and Service Request, and manage customer expectations
- Provide good customer service at all times striving to exceed client and business expectations
Skills required:
- A minimum of 3-4 years' experience in a similar role
- Experience in Microsoft Office 365 and Windows 10 based operating systems
- An good understanding of PCs as well as mobile devices is a pre-requisite and any server/network experience would be a distinct advantage
- Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application
- Excellent personal skills - the role involves engaging with the business users across all Jurisdictions and in a range of roles within the organisation
- Commitment to ongoing professional study and examinations is essential to succeed in the role