Deskripsi Pekerjaan

Provide first and second level support to the business with IT systems and software Answer, evaluate, and prioritize incoming requests and assist users with hardware, software, networking, and other technology-related problems Resolve national support requests via ServiceNow incident management system Enter support requests into ServiceNow received in person, over phone, e-mail, or Teams Provide support to staff face to face on the ground and remotely over the phone using support tools such as TeamViewer and Remote Desktop Configure and install personal computers, mobile devices, software, and peripheral equipment Police security in accordance with national IT procedures and policies Adhere to established SLAs with the business and key stakeholders for timely resolution of issues Contribute to team goals and discussions regarding IT problems the business faces Meet all KPIs set for the role Participate in team meetings, events, and conferences Engage with software and hardware vendors to request service regarding defective products Maintain a clean and safe working environment in accordance with company standards Work outside normal hours where necessary to ensure provision of critical computing services Support projects and effectively deliver delegated tasks Assist and help develop junior team members Create knowledgebase articles