Job Description

• To provide technical support; answering support queries either onsite or via phone or email
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user problems and be proactive when dealing with user issues
• To log all calls on the call logging system and maintain full documentation
• Respond to enquiries from clients and help them resolve any hardware or software problems
• Maintain a log of any software or hardware problems detected
• Support users in the use of Computer equipment by providing necessary training and advice
• To allocate more complex service issues to the relevant IT Support member
• To arrange for external technical support where problems cannot be resolved in house
• To ensure that all SLA’s are met
• To maintain an inventory of computer assets with the aim to have continual stock available (within reason)

Required Knowledge, Skills, and Abilities