Job Description As a Desktop Support Technician, you'll be the first point of contact for technology support, helping our users with their everyday technical issues.
You'll have diverse responsibilities, from solving hardware and software issues to setting up new equipment and training users on best practices.
This role is based in Sir John Rogersons Quay.
You will be responsible for delivering the business with high quality customer service and end user support.
This role will suit an experienced Desktop Support Technician or highly skilled and technical graduate who has a strong interest in IT support and administration.
The Desktop Support Technician is also responsible for following local service management procedures including incident management, asset management, and providing services to end users through the JML process.
In this customer-focused role, you will ensure IT services are delivered to a high standard and meet the needs of the business across the location.
You must have a solid understanding of IT service management principles and best practices, as well as excellent organisation, communication, and people skills.
You will be a social, interactive, confident communicator, open-minded, proactive, approachable, and open to ideas, learning, and discussing innovative approaches.
You will be able to have conversations about everyday events and support the business with their challenges to focus on continuous improvement.
Responsibilities Provide first-level technical support to end-users for end user computing, applications, and network-related issues.
Respond to and resolve help desk tickets in a timely manner.
Configure, deploy, and maintain laptops and related hardware.
Install and update applications on end-user computing devices.
Diagnose and resolve hardware issues, including laptops, printers, and other workplace peripherals.
Coordinate repairs or replacements for faulty hardware.
Assist end-users with installation, configuration, and troubleshooting of company applications.
Provide guidance on application usage and best practices.
Create and manage user accounts, permissions, and access rights.
Reset passwords and assist with account-related issues.
Maintain accurate and up-to-date documentation of hardware and software configurations.
Contribute to knowledge base articles for common issues and solutions.
Keep track of IT assets, including laptops, and peripherals.
Assist in maintaining an organised IT inventory and following asset management procedures.
Proactively identify opportunities to enhance the customer experience.
Participate in ongoing training to stay updated on product features and industry trends.
Seek continuous improvement in technical skills and knowledge.
Key competencies for this role include Global perspective. Collaborates.
Instils trust and acts with integrity.
Action Orientated.
Key behaviours we expected to see Relationship building and Team working.
Taking ownership. Prioritisation. Resilience.
Problem solving, proactivity, accuracy, and flexibility. Self-confidence. Communication.
Excellent attention to detail.