Responsibilities

• Providing Service Desk support on a rota basis, engaging with users via email, face to face and the self-service portal;
• Providing second-line support to users who are onsite and working remotely;
• Ensuring all new incidents and requests are managed and escalated as required;
• Investigating issues and other requests, providing second-line desktop support and determining appropriate actions to take;
• Providing timely communication to all staff, using email and news items, for both planned maintenance and unplanned outages of systems;
• Ensuring the inventory is maintained, tagging new items and ensuring moves are recorded and updated in the system;
• Assisting users to make more effective use of desktop/laptop systems, products and services;
• Installs and commission desktop/laptop systems and manage routine upgrades;
• Contributing to the creation and maintenance of knowledge bas...