User Support Technician

The User Support Technician is responsible for resolving incidents or issues encountered by users at their designated IT workstation.

Key Responsibilities:

Incident Management:

• Identify and analyse incidents reported by users.
• Resolve incidents within your area of expertise either remotely or in person using the provided documentation.
• Manage the flow of users visiting the IT Corner, especially during peak times, by effectively communicating and providing excellent customer service.
• Escalate unresolved issues to the appropriate support group.
• Provide advice to users and ensure their satisfaction.

Request Management:

• Fulfil planned user requests within the expected timeframes.
• Perform installations, removals, relocations, and modifications of hardware or software configuration elements.
• Handle the initial management of used items, including cleaning, storage, packaging, and returns.

Documentation and Reporting:

• Provide comprehensive reporting of all activities in the tools provided and to your direct manager.
• Update asset management or stock management information in the relevant tools.
• Contribute to the improvement of documentation through feedback.

Working Hours:

• Presence between 08:00 and 17:00 for the IT Corner (on-site workstation support).

Skills required

• MS Windows 10/11 - general knowledge
• O365 - General knowledge
• Intune - Basic knowledge
• Laptops & mobiles devices (Android, iOS)
• ServiceNow