Service Desk 1st Line Support Engineer

This role is to provide first level IT support and IT administration duties to all end users seeking IT assistance. The role will include dealing with Basic IT support requests such as password resets, creating user accounts, amending file permissions and basic configuration tasks on our key operational systems, in addition may also support the Desktop Services team in provisioning Mobile devices and Laptop imaging.

 

Key Duties/Responsibilities

· Triaging and categorising IT tickets to ensure efficient assignment to appropriate support teams.

· Providing updates on existing IT tickets to end users when requested.

· Chasing approvals and process on open requests.

· Escalating unresolved or breached SLA issues to senior team members when necessary.

· Provide IT support such as reboots, password resets, Creation of user accounts, emails accounts and folder permissions

· IT administration tasks on core operational business systems

· Act as an overflow for support phone calls when lines are exceptionally busy

· Support the Desktop Services team with ad-hoc duties such as packaging items for delivery

· Assist in configuring IT hardware including Mobile Phones, Tablets, Laptops and Desktops

· Basic software installation’s

· Monitor the IT Service Desk call log and ensure that all calls are being progressed, chased and escalated where appropriate