IT Support Specialist
4 weeks ago
1st Line IT Support Role
Derbyshire
Job Summary:
We are seeking a skilled and experienced IT Support Specialist to join our team at SF Technology Solutions. As a 1st line IT Support Specialist, you will be responsible for providing technical support to our users, troubleshooting and resolving IT incidents, and escalating complex issues to the IT Helpdesk Manager as needed.
Key Responsibilities:
- Respond to IT support requests, log incidents, and prioritize them using the Business Systems helpdesk software.
- Ensure understanding and correct usage of the helpdesk system.
- Provide troubleshooting, diagnosis, and resolution for IT incidents to ensure minimal disruption to users.
- Support users in following IT security best practices and assist Infrastructure Engineers with related investigations.
- Help with the acquisition, installation, and maintenance of IT hardware and software.
- Offer guidance on user training needs and equipment requirements.
- Conduct regular visual inspections of server rooms and critical hardware.
- Collaborate with Infrastructure Engineers on various projects.
- Create and maintain procedural documentation in line with company policies.
- Contribute to the ongoing development of the Business Systems Department.
Key Performance Indicators:
- Effective triaging and management of IT incidents.
- Prompt resolution of assigned issues.
- Accurate and thorough documentation.
- Successful achievement of objectives set during annual appraisals.
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