HMO upon hireDayshiftImmediate StartPurpose of the Position:The IT Desktop Support role is responsible for the provision of a range of customer services to support the efficient and effective operation of the client's IT environment. This includes core and other relevant organisational applications and related ICT infrastructure.Responsibilities:IT Service DeskProvide professional, responsive, timely and effective first point of call and Level 2 escalation assistance to staff in resolving a range of IT related requests and tasks.Ensure a strong focus and commitment to resolving customer requests at the first point of contact wherever possible.Identify problems which require additional expertise and take appropriate action to escalate.Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner.Ensure effective completion of all customer requests, through provision of proactive customer communication, regular liaison with relevant stakeholders, and the escalation of requests in relation to service level thresholds.IT Asset Ordering /ManagingAssist in the maintenance of IT equipment.Assist to ensure all IT equipment and software licences are entered and maintained within the asset management system.Provide support to onboarding and offboarding processes.Processes and ProceduresAssist to ensure all IT procedures and processes are documented and correct.Innovation & ProjectsAssist with the delivery of projects both internally and by external parties.General SupportLiaise with the groups outsourced technology partners for the escalation of issues.Notification of critical & major issues to the Service Delivery Manager.Attend to ad-hoc requests as directed by the Service Delivery Manager.Attend off-site locations in line with an agreed Engagement Plan.Quality, Health, Safety & EnvironmentComply with all client's Integrated Management System Policies and Procedures.Be a role model by demonstrating behaviour that is consistent with the QHSE Management System and continually model this behaviour to other clients' employees, clients, subcontractors and external stakeholders to the business.Leadership, Teamwork & CommunicationEncourage and participate in communication behaviours that keep employees connected to each other, up to date and engaged in the business.Be a role model by demonstrating behaviour that is consistent with our company values.Identify and participate in improvement initiatives that will enhance the profitability, growth and sustainability of the company.Mandatory Knowledge & Experience:MCP (Microsoft Certified Professional), ITIL Foundation.Minimum of 3 years’ experience in a similar role.Advanced Microsoft Office skills.Ability to work autonomously.Ability to communicate effectively with senior management.Good administration skills.Good communication skills.Excellent time management skills.Current Driver’s Licence.Preferred Knowledge & Experience:Previous end-to-end experience in managing and communicating with people and key stakeholders, including delivering projects to scope and time.Understanding of helpdesk systems and ITIL Framework.Strong IT Problem-solving skills.SharePoint Online.Lansweeper – Application deployment and updates using scripts.Microsoft Intune (Project).Microsoft AutoPilot (Project).Microsoft Defender (Project).Microsoft Universal Print (Project).ShoreXtra Perks:Day 1 HMO CoverageDayshift scheduleFixed Weekends offGame loungeShorelife perks (gym membership discounts and more!)Engaging monthly activitiesFree and unlimited barista-style coffeeFree parking and shuttle servicesEmployee referral incentives (Silver)
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