Desktop Support Role
This is a critical position in ensuring the efficient and secure use of IT equipment or software applications by internal and external customers.
The Desktop Support Engineer will be responsible for:
1. Receiving and handling requests for service and incidents, following agreed procedures to maintain record hygiene within KPI thresholds.
2. Identifying and prioritising incidents causing service interruptions for action or escalation.
3. Adhering to incident, problem and change management policy, process, and procedures.
4. Participating in future on-call rosters for the service desk to provide after-business hours coverage for priority incidents when required.
5. Contributing to continual service improvement initiatives.
6. Maintaining and updating knowledge base and work instruction documentation.
7. Committing to delivering high levels of customer service.
8. Complying with all company policies and procedures.
9. Role modelling and demonstrating PLS values.
This role involves hands-on technical support to ensure service consistency, adherence to IT standards, and coordination with broader IT teams. The successful candidate will be required to install, configure and maintain PCs, set up new PCs and laptops and user accounts for staff, establish and administer standard user templates for hardware and software requirements, and resolve staff IT issues.
Key Responsibilities
* Hands-on technical support.
* Service consistency and IT standards adherence.
* Coordination with broader IT teams.