Job Description

Interfaces with users, internal departments, and vendors to identify their needs and establish software, and network requirements. Performs Product and Technical Support functions and provides routine support. Provides remote technical support, configuring and desktop PCs, laptops, peripherals, mobile devices, and software; software, connectivity, and other technical problems including documenting steps taken and status in service management tracking systems, following up with end users to ensure the issue has been resolved. Own, refine, and implement build processes for desktops, laptops, and mobile devices. Liaise with third-party vendors for hardware and application support, troubleshooting collaboratively. Provide effective and efficient support to our users while logging this information into FreshService Ticketing Tool. Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem, and incident management procedures (based on the ITIL v4 standards). Ensure that all calls and issues are dealt with in a timely and efficient manner. Evaluate documented resolutions and analyse trends for ways to prevent future problems. Identify and learn appropriate software and hardware used and supported by the organisation. Escalate calls to the relevant work stream in a timely manner. Report all suspected information security incidents and breaches. Understand and adhere to all established CTM and IT policies, standards, and procedures, especially Information Security policies and operational procedures. Following the asset management procedure, ensure Assets are correctly logged and accurately maintained.