Job Description

Skills:

• Previous experience of working in a Support or Service Desk environment.
• Advanced knowledge of Windows 10 deployment, administration and troubleshooting
• Support and troubleshooting of desktop/laptop hardware and peripheral devices (inc. printers).
• Experience of working in an ITIL based environment.
• Experience of ITSM/Service Desk Tools.
• Experience with image and software deployment tool.
• Knowledge of LAN fundamentals.
• Working knowledge of Active Directory.
• Support and troubleshooting of Microsoft Office 2010 (inc. Outlook) and above.

Responsibilities

• Drive high levels of customer service and satisfaction.
• Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
• Provide effective Problem management through trend analysis and investigation.
• Provide remote and hands-on support for all end user computing software and devices employed by the organisation
• Ensure excellent verbal and written communications are applied at all times.
• Build, install, troubleshoot and repair software and hardware issues related to desktop/laptop and mobile devices.

Required Knowledge, Skills, and Abilities