IT Service Desk Officer

1. Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

2. Receiving, logging and managing calls from internal staff via telephone and email

3. Act as a 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, Laptops, PCs and Printers etc and escalate issues to L2 and L3 for detailed troubleshooting.

4. Log all calls in the Service Desk Call Logging system

5. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

6. To maintain a high degree of customer service for all support queries and adhere to all service

management principles

7. Provide stats for the weekly Service Desk report on call trends

8. Publishing support documentation to assist staff with requests for information & provide staff training if required

9. Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

10. To arrange for external technical support where problems cannot be resolved in house

11. Excellent Microsoft Desktop skills and troubleshooting

12. Exposure to Cisco and Linux environment would be advantageous

13. Troubleshooting Microsoft Front Office products, including Microsoft Office Suite

14. Works with members of the desktop/network teams and other workgroups within IT&S on projects and initiatives as needed.

15. Adhere to change management process and procedures for efficient use and handling of all resource changes (Hardware, software, service and data) to minimize the impact of Change-related faults.

16. Implement systems maintenance and management procedures and ability to explain technical concepts in non-technical terms