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


Experience of:

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
Active Directory
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