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About the Role
Job Description
- Diagnose faults on workstations, peripherals, and office equipment.
- Install and configure Windows/macOS systems in compliance with IT policies.
- Maintain equipment (printers, video conferencing, digital displays).
- Coordinate with the Hardware Asset Management team for repairs and replacements.
- Prepare workstations and access for new employees.
- Train users on essential tools and IT best practices.
- Assist with VPN access issues, MFA, and network connectivity.
- Create and manage guest Wi-Fi accounts and secure access.
- Prioritise and process tickets in the ITSM tool (JIRA, ServiceNow).
- Document resolution steps to ensure traceability.
- Escalate complex incidents to specialist teams.
- Proactively communicate about outages and service interruptions.
- Write guides and FAQs for users.
- Identify recurring issues and propose solutions to reduce incidents.
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