Provides support to end users on a variety of issues
Identifies, researches, and resolves technical problems for Endpoint devices
Apply the standard and guidelines for Endpoint strategy - Escalate to level 3 if no definition in place
Documents, tracks and monitors the problem to ensure a timely resolution thru Service Desk system
Provide level 1 and 2 IT technical support and advice.
Provide excellent on-site/remote IT support to internal customers [Customer Satisfaction*]
Consistently demonstrate ability to manage time, workload, priority and assignments to ensure a timely resolution for Customer issues. [Incident/Event/Problem Management*]
Monitor and take ownership of incidents to resolution, providing customer updates as appropriate (Email, Phone, face to face or meetings)
Provide HR support with onboarding and offboarding assistance
Configure and deploy PC hardware, office applications, (defined in software matrix) and Endpoint devices (including Desk phone and Mobile phone)
Installation of business applications
Rebuild workstations and laptops using our standard image process
Troubleshooting printer issues
Promote and follow established procedures [Procedure Documentation* and Knowledge Management*]
Communicate with other IT teams on incidents requiring multiple discipline involvement