IT Technician / 2nd Line Support

Key Responsibilities:

• Receipt and triage of incoming requests for service and support within the IT Service desk software solution. Email, phone, in-person.
• Responsibility for progression of requests utilizing good time management, and providing regular requester updates through to resolution, in line with agreed service levels.
• Technical troubleshooting, fault finding, resolution implementation and testing. Collaboration and escalation to relevant teams where required. Work logging.
• Procurement, configuration and deployment of hardware and software as required in line with standardized department policies, budget, and managerial approval.
• Active participation in daily team meetings, monthly group meetings, feeding back issues and providing customer and business insight.
• Assistance with departmental projects when requested.