IT Helpdesk Engineer
3 weeks ago
Provide first and second line technicalsupport answering user queries relating to hardware and softwareproblems via
desk visit phone andemail
Answer and log all service desk calls thatare received via desk visit telephone and email in a timely mannerescalating
any issues to third line support whenrequired
Proactively monitor the Service Deskinboxes
Resolve IT Support issues aiming toresolve as many calls as possible as first point ofcontact
Give customers confidence that theirissue is understood and being dealt with promptly keeping theminformed of
progress driving issues through toresolution offering mitigations where applicable
Maintenance of user accounts on various systems including AD andExchange
Maintenance of the Firms hardware i.e.mobile devices laptops PCs monitors etc.
Processmanagement such as new joiners leavers mobile distribution laptoploans etc.
Assist with Conference / Meeting Roomassistance
Building and installing PCs andmobile devices
Assistance with Project work andimplementation
Evaluate documented resolutionsand analyse trends for ways to prevent recurringissues.
Alert management and service owners toemerging trends in incidents.
Assist in softwarereleases and rollouts according to Change Management bestpractices.
Escalate incidents with accuratedocumentation to service owners when required.
Record track and document the Service Desk incident solving processincluding all successful and unsuccessfuldecisions
made and actions taken through to finalresolution.
Bachelors degree in InformationTechnology Computer Sciences or relevantdiscipline.
Must have 6 years ofexperience in the relevant field in a face paced workingenvironment.
Remote Work :
No
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