Role Purpose

Providing business-as-usual (BAU) IT support across multiple client sites.

Key Responsibilities

• Follow established protocols to identify, register, and categorise incidents

   

• Prioritise and categorise incidents based on severity and impact

   

• Gather incident details for swift resolution and assign to the appropriate support teams

   

• Ensure accurate data collection and trend analysis

   

• Facilitate collaboration between teams for efficient incident resolution

   

• Monitor incident status, provide updates, and generate reports for continual improvement

   

• Maintain detailed documentation and contribute to internal knowledge bases

   

• Conduct post-incident analysis and support implementation of corrective actions

   

• Perform installations, moves, and additions of IT equipment at customer sites

   

• Contribute to activities of all on-site teams as required

   

• Analyse IT tickets and prioritise according to business impact

   

• Follow asset management policies and procedures

   

• Meet or exceed SLA commitments

   

• Proactively identify and progress service improvements

   

• Work with on-site management to enhance service delivery

   

Skills and Experience

• Incident and request ownership and management

   

• Second-line support for software and hardware fault resolution

   

• Installation, moves, and addition services for IT equipment

   

• Contribution to broader on-site team operations

   

• Analysis and prioritisation of IT service tickets

   

• Familiarity with local asset management processes

   

• Consistent SLA performance

   

• Proactive in service improvements

   

• Collaborative approach with on-site management