Tasks and Responsibilities
Responsible for providing IT support via the telephone, remotely or on-site.
Joiners, Movers & Leavers ? Fulfil laptop procurement and provisioning.
User Permissioning ? Update and manage user permissions requests on IT services.
Smartphone provisioning and support ? Support mobile device hardware and software setup.
Incident Management ? Facilitate the restoral of IT services quickly and effectively following an incident.
Request Management ? Deliver on service requests through the request fulfilment process.
Knowledge Management – Article Creation ? Create and share knowledge through effective documentation.
Hardware Support ? Troubleshoot hardware incidents and complete hardware requests.
Small Works ? Contribute to requests of new functionality or changes to existing services.
IT Procurement ? Engage with regional vendors to order approved hardware.
IT Asset Management ? Plan and manage the relationships and attributes of all of assets in the IT estate.
Dynamics Support ? Provide support for the Microsoft Dynamics suite of enterprise resource planning solutions.
CRM Support – Provide support for the customer relationship management software platform.
Audio / Visual support ? Participate in the setup and repair of audio-visual solutions.
SOP process knowledge ? Demonstrate a key understanding of standard operating procedures.
O365 General Account Administration ? Perform administrative account tasks in the Microsoft Office 365 admin portal.
Mobile device management ? Make key support and administration decisions on the mobile estate through mobile device management tools.
Active Directory management ? Demonstrate excelled performance capabilities and clear understanding of Active Directory Services.
Azure administration ? Administrate accounts, devices, and policy assignments in the Microsoft Azure suite.
McAfee EPO end point administration ? Troubleshoot and manage device security compliance through the McAfee ePolicy Orchestrator.
MS Teams support ? Troubleshoot incidents regarding the Microsoft Teams solution.
Security incident management ? Monitoring, detect, and respond to security events within the IT estate.
Secure disposal of IT equipment ? Execute the secure disposal of IT equipment through regionally approved vendors.
ServiceNow Global queue management ? Assign and monitor incidents and requests in the ServiceNow system to meet predefined the SLA targets.
Knowledge and Experience
Microsoft Windows 10
Has installed the OS (Operating System) on machines
Able to add a printer onto a server
Able to adjust screen settings / Desktop settings such as resolution
Able to set up a dual monitor/docking station
Microsoft Office365 package
Strong knowledge of utilising MS Office in a day-to-day environment
Can troubleshoot common MS Office errors
Can repair/ reinstall the MS Office suite of applications.
Remote Access/ VPN
Trouble-shooting hardware on laptops, desktops & printers
Can create a user account/ DL (Distribution List)
Handheld devices/Mobile phone support
MS System Center Configuration Manager (SCCM)
How to deploy an image to a PC
How to add a PC to a collection to install software
Qualifications and Specialist Skills
Experience in an IT Service Desk or Helpdesk role.
Qualified up to ITIL Foundation level or a graduate with a relevant IT degree.
Natural Interest in IT and technology