The primary purpose of this role is to deal with customer IT incidents and requests via telephone, email or onsite visits, providing high-level customer service and solutions in a timely manner. The role involves working in a busy team, providing 24 by 7 support for a global user base.
Requirements
- ServiceNow Global Queue Management – Assign and monitor incidents and requests in the ServiceNow ITSM toolset to meet predefined SLA targets.
- Responsible for providing IT support via telephone, remotely or on-site.
- Incident Management – Facilitate the restoral of IT services quickly and effectively following an incident.
- MS Teams support – Troubleshoot incidents regarding the Microsoft Teams solution.
- Request Management – Deliver on service requests through the request fulfilment process.
- Knowledge Management - Create and share knowledge through effective documentation.
- SOP process adherence – Demonstrate a key understanding of standard operating procedures.
- Hardware Support – Troubleshoot hardware incidents and complete hardware requests.
- Mobile device management – Make key support and administration decisions on the mobile estate through mobile device management tools.
- Smartphone provisioning and support – Support mobile device hardware and software setup.
- Windows device administration – Troubleshoot and manage device security compliance through applications such as Microsoft InTune.
- Joiners, Movers & Leavers – Fulfil remote and onsite laptop provisioning and retrieval where applicable.
- Microsoft Office 365 General Account Administration – Perform administrative account tasks in the Microsoft Office 365 admin portal.
- User Permissions – Update and manage user permissions requests on IT services.
- Active Directory management – Demonstrate excelled performance capabilities and clear understanding of Active Directory Services.
- Azure administration – Administrate accounts, devices, and policy assignments in the Microsoft Azure suite.
- Application Support – Provide first level support for a suite of enterprise solutions.
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- IT Procurement – Engage with regional vendors to order approved hardware.
- IT Asset Management – Plan and manage the relationships and attributes of all assets in the IT estate.
- Security incident management – Monitoring, detect, and respond to security events within the IT estate.
- Secure disposal of IT equipment – Execute the secure disposal of IT equipment through regionally approved vendors.
Benefits
- Competitive salary and benefits package
- Opportunity to work with a global company
- Collaborative and dynamic work environment