The User Support Technician is responsible for resolving incidents or issues encountered by users at their designated IT workstation.
Key responsibilities
Incident management:
- Identify and analyse incidents reported by users
- Resolve incidents within your area of expertise either remotely or in person using the provided documentation
- Manage the flow of users visiting the IT Corner, especially during peak times, by effectively communicating and providing excellent customer service
- Escalate unresolved issues to the appropriate support group
- Provide advice to users and ensure their satisfaction
Request management:
- Fulfil planned user requests within the expected timeframes
- Perform installations, removals, relocations, and modifications of Hardware or software configuration elements
- Handle the initial management of used items, including cleaning, Storage, packaging, and returns
Documentation and reporting:
- Provide comprehensive reporting of all activities in the tools provided and to your direct manager
- Update asset management or stock management information in the relevant tools
- Contribute to the improvement of documentation through feedback
Skills required
- MS Windows 10/11 - general knowledge
- O365 - General knowledge
- Intune - Basic knowledge
- Laptops & mobiles devices (Android, iOS)
- ServiceNow
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Working hours: Presence between 08:00 and 17:00 for the IT Corner (on-site workstation support).
