It Support Engineer

Description:

Main duties

• Ensure all Desktop service desk incidents are appropriately prioritised based on impact.
• Troubleshoot and resolve IT issues via phone, web, and in-person channels - Handling support requests by telephone, email and service desk system.
• Review support request and manage/own through to resolution in a timely and professional manner.
• Being integral in the diagnosis of reported faults and taking steps to resolve.
• Develop service plans to mitigate software, hardware, and networking issues.
• Ensure the reliable operation of client IT Hardware including PCs, Laptops and phones.
• Partner with IT and business personnel to discuss the impact of incidents on products and services.
• Develop business support standards, processes and procedures, and guidelines for incident management.
• Proactively learn and train other staff members (Apprentice) on new product and service technologies.
• Complete requested maintenance actions according to appropriate procedures.
• Produce, revise, and enhance IT procedures and documentation.
• Contribute to mini-project and investigations that enhance the IT services provided.
• Undertake evaluations of products, services or software that may enhance the desktop environment.