Deskside Technician II

• Promote customer first approach with all interactions.
• Provide 1st Level technical support and expertise to end-users across all areas of Technology service delivery (desktop applications network information management) including the installation and configuration of hardware software and peripheral devices.
• Identify prioritize and resolve support problems by providing telephone-based in-person hands-on and/or remote support (incident management).
• Management and ownership of problems through to resolution.
• Proactively analyze groups of support requests to determine the root causes (problem management) and implement revised work practices to address.
• Classify log and maintain records for all issues requests and changes track until resolution
• Develop maintain and continuously review support procedures and other end-user documentation.
• Liaise with support groups external vendors and/or other stakeholders to ensure support requests are resolved within SLA.
• Consult and liaise with relevant system owners and subject matter experts to develop an understanding of the current and future environment and underpinning business processes.
• Proactively build and maintain relationships with internal and external suppliers of services.
• Contribution and preparation to the preparation of Technology Department information bulletins for staff.
• Other activities and projects as determined by the needs of the organization identified by the Service Delivery Manager.
• User and group administration within Office 365 and SharePoint Online.
• Assist in the maintenance of asset registers of office technology equipment and software licenses.
• Manage the build and provisioning of devices as required.
  Minimum 3 years experience in a similar role within a complex organization.
• Proven experience in delivery of a high level of customer service
• Demonstrated broad knowledge of ICT environments (including operating systems network infrastructure desktop and cloud based applications telecommunications).
• Demonstrated experience using MS Office Suite of products including Word Excel and PowerPoint at an Advanced level.
• Office 365 and SharePoint Online administration experience.
• Operational experience at similar events (Desirable).
• Effective communication skills (written and oral).
• Proven problem solving / trouble shooting skills.
• Ability to work with a team and independently.
• Flexibility when faced with ambiguity or constant change.
• Experience of providing support activities with a technology or events field (desirable).
• Excellent ability to work under pressure.
• Hold a current and valid Drivers license.

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