Principal Accountabilities: Ensure all user applications and infrastructure requests and calls for applications and infrastructure assistance are logged in a timely and appropriate manner. Remain aware of the importance of accurate logging and coding of logged issues to facilitate subsequent management analysis.
Provide 1st and 2nd line support for both local and remote staff over the phone and, if necessary, desk side. Where necessary escalate to the appropriate internal or contracted external 2nd and 3rd line support. Keep users regularly informed of call status either by phone or email. Keep the Assistant Manager (Global Operations) appraised at all times of any critical issue or user concern/complaint.
Review at least daily the progress of calls and requests you have logged, raising any concerns regarding a failure to meet agreed service level provision with the Assistant Manager (Global Operations).
Perform troubleshooting and fixing of desktops, laptops, printers, scanne...