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
  
  

Skills Required

• MS Windows 10/11 - general knowledge
• O365 - General knowledge
• Intune - Basic knowledge
• Laptops & mobiles devices (Android, iOS)
• ServiceNow
• Working hours: Presence between 08:00 and 17:00 for the IT Corner (on-site workstation support).