IT Service Desk Analyst
4 weeks ago
KEY RESPONSIBILITIES:
General Village Support
Ensure that a high level of customer service is consistently delivered Handle all IT queries made by Value Retail employees based in the village Provide support and testing resource for IT related projects and office moves / re-designs Local monitoring / management the service IT delivers to the village IT point of contact for village VIP’s Occasional remote / onsite IT support to ‘other’ Villages (in the region)Incident / Problem Management
Proactively monitor ticket queues within the IT Service Management Tool to ensure all tickets are updated and resolved within the defined SLA Undertake initial diagnosis, categorisation and prioritization of all incidents and service requests and perform first line resolution where applicable Escalate unresolved incidents to internal resolver teams and 3rd party suppliers Ensure all incidents and service requests are recorded in the IT Service Management Tool Keep end customers informed on the status and progress of incidents and requests until an agreed resolution is met Identify problem trends and potential issues and escalate as necessaryProject Support
Assist with the definition of village specific project requirements Participate in all aspects of project testing related to the village implementation Deliver training courses/tutorials for new or upgraded systems to the end customer Support the local implementation of business and technical change projects Publish knowledge articles and other documentation/procedures on common issues Provide IT Training for new joiners Provision of general ‘How to …. ‘ IT support to the village teamHardware Support
Build, configure and install PC’s, laptops and mobile devices Install applications ensuring that the software is approved and licensed correctly Printer configuration and installation Plan and undertake scheduled maintenance of local infrastructure and network Provide ad hoc support such as Audio and Visio installation and facilitation, creating presentations for business use, assist with the troubleshooting of networked services (WAN, LAN, WIFI) Co-ordination and supervise local 3rd party IT providers-
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