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