• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries • Receiving, logging and managing calls from internal staff via telephone and email• Maintaining an Asset Database and track changes • 1 st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner• To maintain a high degree of customer service for all support queries and adhere to all service management principles• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) • Publishing support documentation to assist staff with requests for information & provide staff training if required • Basic Active Directory knowledge and Microsoft Exchange. Creating user accounts, reset passwords, create groups etc.• To arrange for external technical support where problems cannot be resolved in house