Working within the Service Desk, the role focuses on keeping day-to-day ICT services running smoothly, by acting as the go-to point for technical support. It involves handling a mix of user issues, system changes, and equipment setup, while making sure problems are resolved quickly and users stay informed.
Key Duties:
- Handle incoming ICT issues and service requests, taking ownership from first contact through to resolution
- Troubleshoot a wide range of hardware, software, and network issues in a practical, user‑focused way
- Set up and maintain devices, including laptops, desktops, and core software
- Provide user support both remotely and on‑site when required
- Manage and track requests to ensure nothing is missed and updates are clearly communicated
- Carry out routine tasks such as system updates and basic maintenance
- Work closely with users to understand their needs – not just their requests
- Offer clear, straightforward advice on systems and the effective use of technology
- Help keep processes simple and efficient so the service desk runs smoothly
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