Duties and Responsibilities
- Be the first point of contact to provide 1st, 2nd technical support for the Service Desk
- Provide cover to the business from 08:00 – 18:00 on a shift basis
- Accurately record all details of calls (via telephone or email) on the Service Desk application and pro-actively manage the call queue on a regular basis
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Take ownership of user problems and be proactive when dealing with user issues
- Update and maintain the IT asset database whilst ensuring a high degree of accuracy
- Support the firm’s laptop environment with Windows 10 and Office 365
- Application support of key business applications
- Providing remote assistance to support staff and partners working away from the office
- Provide support for the cloud hosted Teams telephony and collaborative system
- Configure, deploy and support the firm’s fleet of mobile devices and printers
- Support new and existing users in the use of the firm’s IT system by providing necessary training and advice including induction training for new staff
- Configure and deploy desktop PCs, laptops in line with departmental deployment / moves & changes processes
- Follow and maintain departmental procedures, such as the starter & leaver process
- Work with the Systems Administrator \ IT Service Delivery Manager on complex problems
- Assist the IT team with the implementation of new projects
Required Skills
- 2-3 years’ experience working within a 1st/2nd line Service Desk support role
- Knowledge of Active Directory Users and Computers
- Knowledge of Windows 10
- Knowledge and experience with Office 365
- Excellent communications skills, both verbal and written
Preferred skills and qualifications
- Strong networking and troubleshooting experience
- ITIL Foundation