IT Engineer/service desk engineer, visily

Responsibilities
You will be a member of the IT & Security Team and be responsible for our Service Desk. The key scope of work will be responsible for asset management, logging incidents, and
service requests, and resolving support requests that service levels are achieved as well as
meeting customer satisfaction and continuous service delivery demands. You will also work
closely with the Operations team to implement the necessary processes to keep our platform highly available, efficient, and secure.
To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
To assist all our users with any logged IT-related incident when called upon.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
To accurately record, update, and document requests using the IT service management.
To install and configure new IT equipment.
To liaise closely with the Operations team for user onboarding and offboarding, asset management, and purchase requests.
To manage and report cost, invoice, and contract monthly/quarterly with the Finance team for control.
To document and compile all IT guidelines according to the IT service catalog supporting our internal customers & business.