Responding to Service Requests, Incidents, and Trends
- Ensure that events and service requests are handled successfully and within the SLA (Service Level Agreement) by taking responsibility for them.
- Actively detect recurring problems or service hazards and assist in preventing them to enhance our internal procedures, operations, and customer service.
- Contribute expertise to the team and our self-service portals to aid in incident resolution.
IT Asset Management
- For smooth operations, make sure the projectors and other collaboration tools in the conference room are operating properly.
- Make that all devices are patched and running the most recent versions of the operating system; fix those that don't comply.
- To guarantee a smooth onboarding process, give new or transferred users phones, computers, and other required devices.
- Review IT asset stock levels on a regular basis to make sure the storeroom has enough supplies and to manage asset replacement.
- Oversee the lifecycle of IT assets, from acquisition to disposal, making sure that proper tracking and reporting are done.
Managing Vendors & Finances
- To get the best value for your money, get quotes, oversee the purchase, and invoice for IT equipment and licensing.
- Work together with suppliers to guarantee equipment delivery on schedule, and coordinate with the finance department to guarantee timely payment.
Qualifications:
- Outstanding ability to communicate in written and spoken English
- More than two years of experience in a Level 1 or Level 2 support position
- Excellent client focus identifies wants and comes up with solutions to satisfy them
- Familiarity with the Microsoft Office 365 Suite, specifically with Administration, Teams, Outlook, and Sharepoint
- Strong working familiarity with desktop and laptop hardware and support for Windows and Linux
- Familiarity with Endpoint Central and other IT asset management and automation tools
- Support for audio-video and video conferences
- Knowledge of issue tracking and resolution ticketing systems, such as ZenDesk, ServiceNow, or comparable
