Job Description \n Key Deliverables: \n \n Act as a first point of contact for all internal customers regarding IT issues and queries.
\n Logging all requests and incidents within the ITSM helpdesk system ensuring \n Ensuring SLAs are met by responding to and resolving tickets in a timely manner.
\n Take ownership of tickets ensuring the customer and ticket is updated with the ticket resolved where possible or assigned to next resolving group in a timely manner \n Provide a professional and high-quality customer support service adhering to service management principles \n Remote and in person support using windows administration and mobile device management tools.
\n Administration and support of solutions such as Active Directory, Office365, D365, Outlook and Exchange \n Create/disable/update user and system accounts; permissions, unlocks, password resets and group creation / assignment in accordance with security policies and procedures \n Installation and support of software \n Troubleshoot desktops, laptops, tablets, mobile phones and other end user peripherals for any hardware, software or network issues \n Asset management of all IT equipment keeping track of what equipment is assigned to whom.
\n Management and assignment of software licences \n Identify problems and raise awareness with Service Managers \n Ability to organise and prioritise own workload \n Take ownership of improving first time fix rate by working with second line team to increase knowledge \n Ensure Knowledge base is regularly reviewed for any additions or amendments \n To participate in the department's out of hours rota as required.
\n Keep abreast of new technologies \n \n \n Key Skills: \n \n Resetting Passwords (Active Directory) \n General Microsoft related troubleshooting: Windows 10 & 11, Office 365.
\n Preparing & diagnosing hardware issues: Laptops, Desktops, Phones \n Experience with ServiceDesk ticketing system would be useful.
\n Need somebody with competent Microsoft skills and experience!
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