Responsibilities:
End-user support
- Provide Level 2 support for incidents and service requests escalated by Level 1 teams.
- Diagnose and resolve hardware, software, operating-system and connectivity issues.
- Use approved procedures and knowledge bases to troubleshoot complex problems.
- Document, categorise, update and close tickets accurately.
- Keep users informed throughout diagnosis and resolution.
Workplace services support
- Configure, deploy, maintain, replace and recover end-user devices.
- Install, configure and troubleshoot standard software packages.
- Support printing solutions, collaboration tools, mobile devices and Workplace peripherals.
- Assist with software deployments, technical rollouts and onboarding campaigns.
- Verify that assets comply with corporate standards and security requirements.
User and access administration
- Execute routine user-administration activities within granted rights.
- Perform approved account creation, modification and deactivation activities.
- Support permission and group-management requests in accordance with validated procedures.
- Escalate privileged, non-standard or high-risk requests to the responsible team.
Incident and problem management
- Investigate recurring incidents and contribute to root-cause analysis.
- Escalate issues requiring specialist expertise to the correct support group.
- Participate in problem-management activities and permanent-solution follow-up.
- Monitor trends and propose corrective or preventive actions.
Asset and inventory management
- Maintain accurate records of equipment and local stock.
- Track deployment, assignment, movement, replacement, return and disposal activities.
- Support inventories, reconciliation, reviews and audits.
- Documentation and knowledge management
- Create and maintain operating procedures, troubleshooting guides and knowledge articles.
- Document diagnosis, resolution and escalation steps.
- Contribute to service quality, knowledge transfer and continuous improvement