Always strive for excellent client service and delivery.
Dealing with a varied range of queries.
To apply internal risk management procedures.
To follow technical and other documents.
To meet task deadlines.
Any other reasonable duties that may be assigned.
Serve as the first line of contact for the customer in the event of any issues or request destined for the IT department.
Use the company service desk application provided to efficiently log, track, and communicate with customers throughout ticket lifecycles.
To perform basic trouble shooting steps in order to resolve a customer’s issue. In the first instance referring to the IT departments documented guidance notes for known issues and in the second instance using their own skills and techniques to trouble shoot issues in an efficient manner.
To provide good communication with the customer ensuring a high level of satisfaction is retained.
In the event that the IT Support Administrator is unable the resolve an issue or request it is then necessary to escalate this up through the support tiers, this might be to a senior member of the support team or another team within the IT department.
Good communication with coworkers and customers is necessary during the escalation of tickets to ensure all parties are kept to speed.
Upon closure of issues and requests it is important that detailed resolutions are recorded and logged.
Pass on any feedback or suggestions by customers or themselves to the appropriate internal IT team.
Asset management, ensuring all IT office equipment is logged and tracked.
Remote equipment support and maintenance lifecycle. Ensuring that all remote end user equipment is returned on time, logged, patched, and redeployed in accordance to the associated policy.
All new office employees should be onboarded following the department and companywide procedures. All company leavers should be decommissioned in similar fashion.
Knowledge, Skills and Attributes
Experience in IT administration or in other customer support roles advantageous.
At or training towards COMPTIA +1101, and ITIL 4 foundation would be advantageous.
Ability to diagnose and resolve technical issues.
Good understanding of computer systems, mobile devices, and other tech products.
Customer-oriented and cool-tempered.
The ability to communicate proficiently with members of all staff and colleagues.
Expressing a good interest in relevant technologies, best practices, and skills.
Ensure they stay up to date with company training requirements.