Help Desk Representative
Current• Providing 1st line IT support for incidents and service requests in person or via remote support tools.• Taking ownership and a proactive approach to ensure all incidents or service requests are resolved or closed within the agreed upon SLAs.• Recording, tracking, and documenting the lifecycle of an incident or request within the ITSM system following ITIL best practices.• Fixing causes, and doing what is necessary to prevent problems from recurring.• Investigating and implementing ways of reducing calls to the Service Desk.• Managing end-user accounts, permissions, ano access rights to various technology platforms while ensuring that all Intosec, Compliance, SOX and GDPR requirements are consistently observed.• Providing 1st line Microsoft 365 support. Managing on prem and Azure AD user and group objects.• Working effectively and productively within a team and with vendors as required.• Setting up and configuring new hardware to meet business requirements.• Monitoring and maintaining network equipment, servers, VOIP telephony systems and AV technologies.
