Technician, Service Desk

 Taking ownership of incidents and managing them in a logical and methodical manner

 Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate

 Installing and supporting Windows Desktops in a workgroup or Active Directory domain

 Troubleshooting, diagnosing and repairing or replacing computer hardware

 Troubleshooting, diagnosing and resolving 1st level incidents

 Following network security procedures for the purpose of Adds, removes, and changes for network users

 Documentation and updating knowledgebase

 Establishing and maintaining contact with vendors for support and problem resolution

 Proactively contribute to continuous service improvement through identification of process improvements and problem prevention

 Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress

 Identifying and recommend solutions for repeat issues or service risks into service management teams

 Ensuring effective management of issues raised via telephone, email, self-service and face to face and handling the resulting incidents or service requests, using agreed incident management and request fulfilment processes

 Conducting IT trouble/incident ticket reviews

 Investigating documentation for resolution of known problems

 Monitoring server and network services and escalating through given workflow procedures