The role involves providing technical support to onsite and remote users. The individual will manage and monitor IT Service Desk Incidents via a call management system. They will prioritize and allocate all requests within the IT Support teams and manage user system access for various applications.
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Responsibilities
- Provide technical support to onsite and remote users.
- Manage / monitor IT Service Desk Incidents via call management system.
- Prioritize and allocate all requests within IT Support teams.
- Manage user system access for various applications.
- Identify ways to improve the quality of service provided and/or the efficiency of processes within the IT Service Desk.
- Ensure all incidents are managed in accordance with targets set out in the SLA.
- Escalate any issues/outages to the IT Service Desk Manager.
- Work as part of a shift rota.
- May be required to work as part of an on-call rota.
Requirements
Essential Skills
- Three years of experience within a support team.
- Windows 11 support and build experience (both OS and PC hardware).
- Citrix support experience.
- Active Directory experience.
- SCCM experience.
- Exchange account maintenance.
- Incident management skills.
- Experience with a call management system.
- Experience with Office 2010/2016, 365.
- Experience with Networking/Patching/Server Support.
Desirable Skills
- Microsoft certification.
- O365 knowledge.
- Managing small projects from start to finish.
- Windows 10/11 migration experience.
- Avaya/Cisco Telephony skills.
- ITIL foundation certified.
