Job Details

Responsibilities

 Act as a single point of contact for phone calls and emails from staff regarding IT issues and

queries

 Receiving, logging and managing calls from internal staff via telephone and email

 Maintaining an Asset Database and track changes

 1

st and 2nd line support - troubleshooting of IT related problems from in-house software to

hardware, such as Blackberrys, Laptops, PCs and Printers

 Troubleshoot basic network issues such as ADSL broadband issues

 Escalate unresolved calls to the infrastructure support team

 Log all calls in the Service Desk Call Logging system (SCSM)

 Take ownership of user problems and follow up the status of problems on behalf of the user

and communicate progress in a timely manner

 To maintain a high degree of customer service for all support queries and adhere to all

service management principles

 Provide basic in-house training in MS Office applications used within the Association (Word,

Excel, Outlook, PowerPoint)

 Provide stats for the weekly Service Desk report on call trends

 Publishing support documentation to assist staff with requests for information & provide

staff training if required

 Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups

etc.

 Blackberry account management and provision

 To arrange for external technical support where problems cannot be resolved in house