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SCOPE OF WORK
The IT Service Desk Technician is responsible for providing first-level technical support to end users, ensuring timely resolution of IT incidents, service requests, and technical issues related to hardware, software, network, and business applications. This role ensures continuous operation of IT services and contributes to user satisfaction and system stability.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Taking ownership of incidents and managing them in a logical and methodical manner.
Ensuring all incidents are progressed & cleared within SLA - escalating to other internal and external teams as appropriate
Installing and supporting Windows Desktops in a workgroup or Active Directory domain
Troubleshooting, diagnosing and repairing or replacing computer hardware
Troubleshooting, diagnosing and resolving 1st level incidents
Following network security procedures for the purpose of Adds, removes, and changes for network users
Documentation and updating knowledgebase
Establishing and maintaining contact with vendors for support and problem resolution
Proactively contribute to continuous service improvement through identification of process improvements and problem prevention
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
Identifying and recommend solutions for repeat issues or service risks into service management teams
Ensuring effective management of issues raised via telephone, email, self-service and face to face and handling the resulting incidents or service requests, using agreed incident management and request fulfilment processes
Conducting IT trouble/incident ticket reviews
Investigating documentation for resolution of known problems
Monitoring server and network services and escalating through given workflow procedures