Job Responsibilities/Skills
- Providing a pro-active 1st & 2nd line service helping staff to resolve queries and providing information to users on the progress of outstanding support calls.
- Responding to, investigating and diagnosing incoming incidents and requests, received via the ITSM system or via the IT support phone line.
- Triage and problem-solve 2nd line issues, escalating to senior support or 3rd line for guidance, support, and resolution where necessary.
- Adhere to SLA's, keeping users updated at all times.
- Leverage knowledge base to help users resolve their queries, work to identify new article requirements any required updates and assist with their completion.
- Installing and configuring operating systems and software.
- Maintaining the existing PCs and peripherals to agreed standards by performing upgrades and new installations, as well as carrying out routine procedures.
- Maintaining a safe IT environment.
- Assisting in the compilation and maintenance of an accurate inventory of hardware and software
- Liaise with 3rd party support, for both hardware and software as appropriate
- Assist IT team on projects and other areas as and when required
- Be visible to the firm by adopting different support approaches such as phone, email, teams and in-person visits.
- Traveling between offices where necessary
- Participate in shifted work pattern and an out-of-hours support rota.
