Description
Job Purpose
*Provide 2nd line support for 800+ users for all IT and facilities enquiries.
*Provide Desktop, PC, laptop, IT equipment support for all users. Troubleshoot, diagnose and test all issues raised using Remedy.
*Take ownership of user problems and be proactive when dealing with user issues
*To update calls on the Remedy system
*Where required escalate to the relevant technical areas.
*Interface with various groups to ensure communications are effective, that optimum and timely service is provided to users
*Participation in product evaluations for the Windows platforms Software, including market survey, technical evaluation, testing and preparation of technical reports.
*Production of technical documentation (compilation of User Guides, documentation of procedures etc).
*Ensure that written responses are accurate, professional, clear and concise
*Flexibility to work on a shift rota (12 hours x 5 days per week currently)
*Ability to prioritize and deliver service, to agreed Service level agreements within a diverse and constantly changing Technical environment.