Description Overview This role is responsible for technical assistance, resolving 3rd Level issues and Problems & fulfilling complex service requests in line with service level agreements defined along with taking ownership and communicating on progress. Desktop support, asset provisioning, configuration, collection, software installation (unpackaged apps), low level comms room support 24 x 7 On Call roster Key Accountabilities and main responsibilities Operational Management Provide 3rd Level End User Support Provide low level comms rooms support, supporting Infrastructure & network engineers VIP desktop Support. Root cause investigation and resolution Manage Desktop Devices (hardware, software and connectivity) incidents Manage IMAC and desk side support services. Manage hard and soft break fix services for laptops and desktops. Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools). Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor. Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation. Ensure that each Desktop Device is installed with the appropriate Desktop image. Manage Desktop Devices (hardware and software) incidents through to resolution. Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements Direct unresolved issues to the next level of support personnel. Follow up with clients to ensure their systems are functional Create technical documentation and manuals Management of spares and buffer stock The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. Experience & Personal Attributes ITIL Foundation qualification is desirable but not essential Good communication and interpersonal skills Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders A track record in 1st Line incident diagnosis and resolution Proven ability to work flexibly and adapt to demand Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role Handle daily technical support activities on desktop support, data network and server management Knowledge of anti-virus programs Ability to perform remote troubleshooting and provide clear instructions Excellent problem-solving and multitasking skills Customer focused attitude.
