Key Deliverables:
* Act as a first point of contact for all internal customers regarding IT issues and queries.
* Logging all requests and incidents within the ITSM helpdesk system ensuring
* Ensuring SLAs are met by responding to and resolving tickets in a timely manner.
* Take ownership of tickets ensuring the customer and ticket is updated with the ticket resolved where possible or assigned to next resolving group in a timely manner
* Provide a professional and high-quality customer support service adhering to service management principles
* Remote and in person support using windows administration and mobile device management tools.
* Administration and support of solutions such as Active Directory, Office365, D365, Outlook and Exchange
* Create/disable/update user and system accounts; permissions, unlocks, password resets and group creation / assignment in accordance with security policies and procedures
* Installation and support of software
* Troubleshoot desktops, laptops, tablets, mobile phones and other end user peripherals for any hardware, software or network issues
* Asset management of all IT equipment keeping track of what equipment is assigned to whom.
* Management and assignment of software licences
* Identify problems and raise awareness with Service Managers
* Ability to organise and prioritise own workload
* Take ownership of improving first time fix rate by working with second line team to increase knowledge
* Ensure Knowledge base is regularly reviewed for any additions or amendments
* To participate in the department's out of hours rota as required.
* Keep abreast of new technologies
Key Skills:
* Resetting Passwords (Active Directory)
* General Microsoft related troubleshooting: Windows 10 & 11, Office 365.
* Preparing & diagnosing hardware issues: Laptops, Desktops, Phones
* Experience with ServiceDesk ticketing system would be useful.
* Need somebody with competent Microsoft skills and experience!