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Purpose of the role:

• Provide day to day 1st and 2nd line support for all services, user provisioning and achieving resolution against set SLAs.
• The job function includes end user support by telephone, face to face, email, via our ticketing system, remote assistance, as well as proactive checks.
• This role is broad and covers support of all business systems, any issues affecting IT services and infrastructure including desktop, laptop, mobile devices, telephony, and printing technology.
• Work including as an on-site shift rota.
• Adhere to ITIL ‘Lite’ best practises by following process and procedures.
• Identify continual service improvements to ensure a best class service is delivered at all times.
• Communicate and feedback opportunities for further first-time fixes to fulfil a vision of shifting left.
• To act as a role model for behaviours and quality of service.
• Work as part of a team and on own initiative.
• Author documentation for addition to knowledgebase