Description
- Provide effective and efficient delivery of Service Desk services
- Staff access control via Active Directory
- Provide staff, students and channel partners with access to authorised ICT resources and services in line with policies
- Deploy desktop and laptop images to staff and students as required and within agreed time frames
- Deploy approved software to authorised users and computers as required and within agreed time frames
- Assist in creating & testing software application packages for deployment over the network
- Setup and Deploy PABX phones and corporate phones, iPad's as required
- Setup and Support Video Conferencing sessions
- Assist the ICT Service Desk Team Lead in managing the procurement, asset commissioning and disposal of ICT hardware and software
- Assist in collating and maintain asset and inventory information for stock takes software licence compliance
- Coordinate, relocate, setup ICT equipment for customers using safe work practices
- Ensure regular reviews are conducted of ICT equipment used by staff and students for safety and usability.
- Equipment is repaired and services restored within agreed time frames
Key requirements:
- Good understanding of ITIL processes
- Experience in using call management software (eg. INFRA, Remedy, Heat)
- Experience in providing remote support when resolving incidents
- Experience in supporting Audio/Visual equipment (eg. projectors, document visualisers)
- Experience in supporting communication equipment including phones & mobiles
- Excellent customer service skills and telephone manner
- Well organised and able to prioritise
- Excellent problem solving and troubleshooting skills
- Achievement oriented, focused and well organised
- Able to work independently after being given direction
- A 'can do' attitude
- Has a values-driven approach
- Excellent verbal and written communication skills
- Friendly, confident and patient with people