The User Support Technician is responsible for resolving incidents or issues encountered by users at their designated IT workstation.
Key Responsibilities:
Incident Management:
* Identify and analyse incidents reported by users.
* Resolve incidents within your area of expertise either remotely or in person using the provided documentation.
* Manage the flow of users visiting the IT Corner, especially during peak times, by effectively communicating and providing excellent customer service.
* Escalate unresolved issues to the appropriate support group.
* Provide advice to users and ensure their satisfaction.
Request Management:
* Fulfil planned user requests within the expected timeframes.
* Perform installations, removals, relocations, and modifications of hardware or software configuration elements.
* Handle the initial management of used items, including cleaning, storage, packaging, and returns.
Documentation and Reporting:
* Provide comprehensive reporting of all activities in the tools provided and to your direct manager.
* Update asset management or stock management information in the relevant tools.
* Contribute to the improvement of documentation through feedback.
Working Hours:
* Presence between 08:00 and 17:00 for the IT Corner (on-site workstation support).
Skills required
* MS Windows 10/11 - general knowledge
* O365 - General knowledge
* Intune - Basic knowledge
* Laptops & mobiles devices (Android, iOS)
* ServiceNow