Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Role Purpose
To work as part of a busy IT Service Desk team supporting a globally distributed user base. Occasional project work to implement technology changes across the organization.
Key Activities
- Provide second and third line technical support
- Take ownership of assigned calls from the initial allocation of the task through to resolution
- Troubleshoot basic network issues such as LAN, Wi-Fi and network cable issues
- Proactively escalate issues as appropriate to meet any agreed SLAs or processes
- Update or create support documentation or knowledge base articles to assist team members and customers
- Liaise with 3rd party vendors
- Build PCs/laptops and troubleshoot hardware problems
- Provide desktop, printer, phone support in a Windows 10/11 and Microsoft and Google Workspace environment
- Deploy new IT equipment as part of the management of migrations, movers, starters and leavers processes
- Continually look for ways to improve the Service Desk working practices and processes
- Handle and track IT Assets
- Support IP Telephony and communications
- IT infrastructure and support service project work
Job Requirements
Knowledge, Skills and Experience
- Relevant IT Service Delivery experience or IT Desktop Support Experience
- Excellent troubleshooting and problem-solving skills
- Strong knowledge of Microsoft based Operating Systems - emphasis on Windows 10 & 11
- Experience in either Google Workspace or Microsoft 365 cloud services
- Google Workspace and Microsoft desktop apps mixed environment experience an advantage
- Using & troubleshooting Outlook 2010/2016/2019 - permissions, calendar sharing, delegation etc.
- Sound knowledge of User & Security Groups and Active Directory Administration
- Experience supporting Desktop, Laptops, Multi-Functional Devices and Software with skills in a windows OS
- Basic TCP/IP knowledge
- Remote Desktop Services
- Have a reasonable working knowledge of computer networking principles
- Familiarity with ITIL framework an advantage
