Description:
Main duties and responsibilities:
- Provide technical support to onsite and remote users.
- Manage / monitor IT Service Desk Incidents via call management system.
- Prioritise and allocate within IT Support teams all requests.
- Manage User system access for various applications.
- Complete user password resets on various applications.
- Identify ways to improve the quality of the service provided and / or the efficiency of the processes within the IT Service desk.
- Ensure all incidents are managed in accordance with targets set out in SLA.
- Escalate any issues/ outages to IT Service Desk Manager.
- Work as part of a shift rota.
- May be required to work as part of an on-call rota
Required Skills (Essential):
- Three years within support team.
- Windows 10 support and build experience. ( both OS and pc hardware)
- Citrix Support experience
- Active Directory experience
- SCCM Experience
- Exchange account maintenance
- Incident management skills
- Experience with a call management system
- Experience with Office 2016 & 365
- Experience with Networking/Patching/Server Support