Logs, analyzes, and rectifies issues reported to the IT service desk.
• Logs, schedules, and actions work requests logged to the IT service desk.
• Prioritizes and diagnoses i----------- according to agreed procedures.
• Investigates causes of i----------- and seeks resolution.
• Facilitates recovery following resolution of i-----------.
• Documents and closes resolved i----------- according to agreed procedures.
• Creates, amends, and deletes user Active Directory and application accounts according to
corporate policy.
• Assists the Level I IT Service Desk on a day to day basis, including prioritization of work
• Liaises with local and regional Field Support, Technical Services and ICT Management to ensure
issues are rectified quickly, correctly, and efficiently.
• Suggests improvements to the ICT service provisions and processes.
• Adheres to global, regional, and local policies and procedures (security, legislative, and client)
• Ensures relevant ICT Management are made aware of high priority issues or failures.
• Ensures line management are immediately made aware of high priority or high impact issues.
• Ensures that all i----------- are dealt in accordance with the service level agreements (SLA) and
internal key performance indicators (KPI)
• Windows 2008/2012 Server (advanced experience of Microsoft Active Directory, User Account
Administration, Sites and Services and GPO application)
• Windows 7 or 10 professional
• TCP/IP Networks, DHCP, DNS, and Virtual Private Network (VPN) set up and fault finding.
• Citrix or VMware Horizon VDI Application and Desktop Virtualization
• Lotus Notes or Domino Support
• Microsoft Exchange and Microsoft Office 2013
• Sophos Anti-Virus/Safeguard Encryption or other security and data encryption package
• Experience of supporting bespoke applications
• Smartphone support
• Mobile device management installation and support
• PC hardware break-fix identification
• Printer operation, installation, and support
