Desktop Support associate

• In-person coverage of our Support Bar and/or Service Desk. The Service Desk Lead will coordinate coverage scheduling to ensure and prioritize customer service.

• Assisting customers in moving their IT equipment.

• Resolving problems and change consumables for multi-function printers.

• Providing initial IT setup assistance to new starters, both in-person and via phone call or Teams call.

• Providing 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment.

• Providing initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion.

• Assisting in the development of ServiceNow functionality and extending the Service catalog and FAQs. Continually train new Service Desk Analysts on problem resolution.

• Ensuring calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times.

• Displaying elevated working standards, ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.

• Responding to satisfaction surveys and looking for improvement opportunities.

• Proactively monitoring the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate.

• Working with the team to ensure all documentation and the CMDB is kept up to date at all times.

• Review weekly changes to ensure proper association between recurring incidents and change activities.

• Being a team player dedicated to providing positive, highest level customer service experience at all times.

• Having a strong work ethic, being committed to customer success in their use of IT and demonstrate a passion to ensure high customer satisfaction.