Main Responsibilities
The primary function of the Deskside IT Support (Mac) role is to support users and workstations, maintaining and troubleshooting systems as required, with the aim of providing a stable and fully functioning environment, either onsite or remotely.
- Deploy and maintain new workstations
- Provide technical support for desktop issues
- Support VIP members of Hogarth
- Assist users in Joint Ventures, liaising with Hogarth Production Support to ensure the site is fully supported
- Document and update documentation on standard procedures
- Escalate and formally report faults to specialist engineers (including third party support when required)
- Working with standard application suites and custom workflow tools at Hogarth (detailed below)
- Maintain meeting rooms’ A/V equipment
- Technical support for in-house agency facilities
- Adobe Creative Cloud support
- Microsoft Office support
Additionally, provide first line support for Hogarth staff and clients that utilise Hogarth's applications, ensuring concise and accurate logging and management of all incidents and requests reported to the online service desk. Ensure tickets are resolved to the highest quality within agreed service levels whilst meeting customer expectations. Resolve first line issues and use the appropriate escalation channels if unable to provide a fix.
Specifically;
- Monitor service management system activity and log / acknowledge incidents and service requests, allocating appropriate category and priority definitions
- Respond against defined Service Level Agreements and Key Performance Indicators and ensure that appropriate and timely responses are provided
- Complete first line investigation and diagnosis, updating incident records as necessary
- Carry out, and report on daily system health checks for all supported applications
- Triage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary
- Resolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution
- Participate in major incident events, adhering to defined best practice
- Review incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems
- Maintain the Knowledge Base, updating documentation where appropriate
- Weekend on-call coverage rota for Major Incidents (P1’s and P2’s)
Qualifications and Experience
Essential Experience & Skills
- Good experience of macOS support
- An excellent working knowledge of technical support for desktop issues
- Effective problem solving, able to recognise root causes and identify ways to overcome them
- Good working knowledge of Adobe Creative Cloud
- Quick learning skills with information retention and a good technical aptitude/ability
- Confidence to deal professionally with staff at all levels in the organisation
- Service focused "can-do" attitude
- Excellent administration and organisation skills
- Excellent communication, interpersonal, team working and multi-task management skills along with time management
- Self-motivated with the ability to work autonomously but also to contribute as a team player
- Ability to communicate technical information in a user-friendly way
- Positive attitude towards problem solving and tight deadlines
- A commitment to service improvement with a customer focused attitude
Desirable Experience & Qualifications
- Previous work experience within an advertising agency/post production facility
- Knowledge of media types and file formats
- ITIL V3 Foundation
- Knowledge of JAMF Pro
- Knowledge of Apple Remote Desktop / Microsoft Remote Desktop
- Apple Certified Support Professional (ACSP)
