Deskside Support Technician

Duties & Responsibilities:

• Provide 2^nd level deskside support for all users in SLA
• Installation and support for various devices including phone systems and PC’s
• See that the IT storage room is kept well in a neat and tidy fashion
• Work to avoid technical issues with software applications and systems and be able to provide a resolution for when these issues arise
• Aid other members of the team as well as 1^st level support staff
• Use the ITSM Tool (ServiceNow) to record various actions in a clear manor
• Update some existing ServiceNow articles and also produce new articles
• Involve yourself within IT Projects
• Aid with problem management activities. Aim to reduce number of contacts to the service desk
• During major incidents, assistance should be given to the service delivery manager with feedback, trouble shooting and helping out with your own expertise

Skills required:

• At least 2 years working in a similar role
• 3^rd level qualification in IT
• Experience working with and resolving hardware and software issues
• Strong communication skills are necessary (verbal/written)
• Ability to support and mentor other team members
• ServiceNow experience is advantageous