Service Desk Technician

The Service Desk technician duties will include any of the following: Performing Service Desk activities which includes:o Logging service calls and emails from end-users and system events as per established Standard Operating Procedures o Processing Work Orders assigned to the team o Prioritising and analysing user issues according to established Standard Operating Procedures o Attempting on-the-spot issue resolution by providing quick over-the-phone responses to routine queries and incidents for standard hardware and applications o Managing the efficient resolution of calls by investigating, resolving and/or escalating assigned work orders in line with agreed OLAs and SLAs o Providing onsite support where it is not possible to resolve user issues remotely Supporting audio and video equipment in conference rooms Providing end-user training where required Contributing to Knowledge sharing by providing training to other members of staff and updating the Knowledge Base Ensure seamless hand-over of work across shifts and time zones where applicable Contributing to Knowledge sharing by providing training to other members of staff and updating the Knowledge Base Other duties may be assigned as needed