Key Accountabilities

• To provide technical support; answering support queries via phone, email & self service
• Supporting users via remote assistance, providing a high level of resolution at first contact
• To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
• To take ownership of user Incidents and be proactive when dealing with user issues
• To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
• To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
• Respond to requests from users and help them resolve hardware or software requirements
• Support users in the use of IT equipment by providing necessary guidance and advice<...