1. As possible first point of contact and escalation point, answering and responding to ICT service desk support calls or walk-up enquiries, logging requests and resolving moderately complex issues and making decisions on when more complex matters are escalated for resolution.
2. Assisting junior support position by helping with every day tasks and 2nd level support escalation.
3. Contributing to the completion of the ICT Service Desk workload, including resolution of incidents and requests, ensuring progression and maintaining set priorities, keeping customers and team members informed and up-to-date, and where applicable informing relevant ICT managers of issues, or potential problems and proposed solutions.
4. Providing a standard range of core ICT customer focused first level support services, which include, but are not limited to:
a. Account management/password resets.
b. User device assistance.
c. Group policy management.
d. Video conferencing.
e. Outlook and MS Office support, including Office 365.
f. Imaging and issuing ICT assets (laptops).
5. Positively contributing to organisational change, effective communications, and continuous improvement at PC.