The User Support Technician plays a crucial role in ensuring the smooth operation of IT services by addressing user incidents and requests.
Key Responsibilities
* Incident Management: Identify and analyze user-reported incidents, resolving them within your area of expertise using provided documentation.
* User Flow Management: Effectively communicate with users visiting the IT Corner, providing excellent customer service, especially during peak times.
* Escalation: Resolve unresolved issues by escalating them to the appropriate support group.
* User Advice: Provide guidance to users, ensuring their satisfaction.
* Request Fulfilment: Fulfill planned user requests within expected timeframes.
* Perform installations, removals, relocations, and modifications of hardware or software configuration elements.
* Item Management: Handle initial management of used items, including cleaning, storage, packaging, and returns.
* Documentation and Reporting: Provide comprehensive reporting of all activities in tools provided and to your direct manager. Update asset management or stock management information in relevant tools.
Working Hours:
Presence between 08:00 and 17:00 for the IT Corner (on-site workstation support).
Required Skills:
* MS Windows 10/11: General knowledge.
* O365: General knowledge.
* Intune: Basic knowledge.
* Laptops & Mobile Devices: Familiarity with Android, iOS, and ServiceNow platforms.