Role purpose:
The on-site analyst role is to ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Global Service Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.
Responsibilities:
· Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications.
· Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution.
· Provide Tier 2 technical support for client facilities such as video conferencing and audio conferencing services.
· Lead, coordinate and participate in improvements as they relate to the on-site IT environment.
· Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework.
· Test fixes to ensure problems have been adequately resolved.
· Perform post-resolution follow-ups to customer requests.
· Evaluate documented resolutions and analyse trends for ways to prevent future problems.
· Field incoming requests from customers via both telephone and e-mail in a courteous manner.
· Build rapport with customers.
· Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
· Prioritise and escalate problems (when required).
· Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
· Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
· Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role.
· Serves as a back up to the IT Support Technician as appropriate.
· Serves as lead Audio Visual SME for live meetings and events held onsite or at remote locations as requested.
· Supports operates and maintains AV equipment for live meetings and events.
· Provides support and demonstrates expert knowledge for online webinar tools and applications.
· Acts as backup trainer when requested.
