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Role Purpose
Providing business-as-usual (BAU) IT support across multiple client sites.
Key Responsibilities
- Follow established protocols to identify, register, and categorise incidents
- Prioritise and categorise incidents based on severity and impact
- Gather incident details for swift resolution and assign to the appropriate support teams
- Ensure accurate data collection and trend analysis
- Facilitate collaboration between teams for efficient incident resolution
- Monitor incident status, provide updates, and generate reports for continual improvement
- Maintain detailed documentation and contribute to internal knowledge bases
- Conduct post-incident analysis and support implementation of corrective actions
- Perform installations, moves, and additions of IT equipment at customer sites
- Contribute to activities of all on-site teams as required
- Analyse IT tickets and prioritise according to business impact
- Follow asset management policies and procedures
- Meet or exceed SLA commitments
- Proactively identify and progress service improvements
- Work with on-site management to enhance service delivery
Skills and Experience
- Incident and request ownership and management
- Second-line support for software and hardware fault resolution
- Installation, moves, and addition services for IT equipment
- Contribution to broader on-site team operations
- Analysis and prioritisation of IT service tickets
- Familiarity with local asset management processes
- Consistent SLA performance
- Proactive in service improvements
- Collaborative approach with on-site management
