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- Provide technical assistance to users, resolving hardware and software issues, and managing incidents, requests, and problems.
- Deploy and set up hardware such as laptops, desktops, and other devices. This can include building laptops, contacting users, and collecting old equipment.
- Administer and support Windows operating systems, including upgrading from older versions to newer ones.
- Install and configure software and hardware, ensuring systems are up-to-date and secure.
- Provide on-site and remote desktop support to users across all council services and teams.
- Assist with project planning and the organization of IT-related events and training sessions.
- Handle drop-ins, email, and telephone enquiries from staff and users.
- Follow service management processes and best practices, often adhering to frameworks like ISO 20000 and ITIL.
- Maintain accurate records of technical issues and solutions, ensuring good documentation practices.
- Provide excellent customer service, building effective working relationships with users and stakeholders.
- Participate in continuous professional development to stay current with IT trends and contribute to the strategic development of ICT services.
- Previous experience in a service desk or IT support role, ideally within an ITIL environment.
- Excellent customer service skills, including the ability to follow procedures and guidelines.
- Good communication and interpersonal skills to build confidence with users and deliver client-centered support.
- Ability to handle pressure from customers and management while managing demanding workloads.
- Understanding and commitment to following IT service management processes, such as ISO 20000 and ITIL.
