Job Description
Main responsibilities:
- Understand the IT requirements of the local business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service
- Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients
- Daily tasks may include but are not restricted to:
- Day-to-day user support and liaison with IT Service Desk in other offices to resolve issues
- Management/support of pool and permanent laptops
- Management/support of remote working
- Management of user administration
- Mobile device support, including BlackBerry, iPhone or Android devices
- AV and VC overflow support
- Managing spare PCs, upgrades and replacements
- For new joiners, setting up the PC, including Outlook, WorkSite and other core applications
- Support international offices with equivalent services
- Configuration and asset management
- Knowledge management
- Accurate ticket logging of all IT incidents and service requests whilst managing and owning individual ticket queue within the Service Management solution
- Point of contact for projects within the firm from inception through to "business as usual"
- Manage end-user administration such as joiners, leavers
- Highly motivated; willing to continually update knowledge and skill sets
- Analysis and troubleshooting skills of all IT incidents
- Flexibility: may occasionally be required to work evenings and weekends
- Excellent communication, customer service skills and attention to detail
- Efficient with good planning skills
- Ability to perform well under pressure and use initiative
- Ability to identify business impacting incidents and escalate according to the escalation process
- Ability to work effectively alone and within your team/group or project, under the appropriate supervision
- Fluent in English (written and spoken)
- Work in accordance with ITIL processes and procedures
- Microsoft Office & Outlook 2010 (intermediate with advanced)
- Microsoft Windows 7 Professional Workstation
- Microsoft Active Directory
- AD administration