Interfaces with users, internal departments, and vendors to identify their needs and establish software, and network requirements
Performs Product and Technical Support functions and provides routine support Provides remote technical support, configuring and desktop PCs, laptops, peripherals, mobile devices, and software; software, connectivity, and other technical problems including documenting steps taken and status in service management tracking systems, following up with end users to ensure the issue has been resolved
Own, refine, and implement build processes for desktops, laptops, and mobile devices
Significant experience of IT Service Operations, and how an IT installation works across a large and complex organisation Liaise with third-party vendors for hardware and application support, troubleshooting collaboratively
Daily user support for all End User Computing including maintenance and support
Provide effective and efficient support to our users while logging this information in our Service Desk ticketing tool
Field incoming help requests from end users via telephone, e-mail and ticket logging system in a courteous manner
Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem and incident management procedures (based on the ITIL v4 standards)
Ensure that all calls and issues are dealt with in a timely and efficient manner
Evaluate documented resolutions and analyse trends for ways to prevent future problems
Identify and learn appropriate software and hardware used and supported by the organisation
Field incoming help requests from end users via telephone, e-mail, portal and ticket logging system in a courteous manner
Escalate calls to the relevant work stream in a timely manner
Report all suspected information security incidents and breaches Understand and adhere to all established CTM and IT policies, standards and procedures, especially Information Security policies and operational procedures
Create new starter profiles within Active Directory, office 365 and all other applications as requested in the request, as part of the New Starter procedure
Change user profiles as part of the Mover procedure
Offboard users as part of the Leaver procedure
Troubleshoot Handoff & access related issues Following the asset management procedure, ensure Assets are correctly logged and accurately maintained

Deputy Manager

Job Description

Required Skills