Duties are as follows:To act as both a second line and third line support to the helpdeskTo assist with 3rd party related software issuesTo liase with Netsurit regarding both Hardware and server environementTo run a month snapshot backup on VMware To run server checks on a dailyCheck if Netsurit has run the daily backupCreating of new users and email addresses on the AD Ensure the Microsoft Azure environment has no issues under securityCheck devices compliance on Microsoft EndpointCheck software licenses and liase with the relevant software providerCreate new users on CANEA (Document software)Create users and roles on Isometrix (Employee management software)First line on all Network matters

End User Computing for Actvest

- Providing second-line investigation and resolve second level IT requests and incidents- To take ownership of all user problems and be proactive when dealing with user issues- Ensure that calls logged are resolved competently within agreed service level agreement- Resolving those incidents/service requests they are able and then Escalate what they cannot resolve within agreed time scales - Provides one-on-one end-user problem resolution over the phone, via Email or Remotely- Actively manage and update request and incidents and continuously update IT users- Closing all resolved incidents/service requests and providing adequate resolutions- Update the Service Desk System with accurate information by providing ongoing administration and maintenance of Service Desk System on all Incidents / Requests, i.e. Categories, Sub-Categories, Item, Requester Details, Impact, Urgency, etc… Updating and additions to the Knowledge =Database.- Ensure proficiency when attending to request and making use of correct escalation and engagement procedures- Ensure effective interaction and communication with customers and stakeholders by keeping end users informed about incident progress, notifying them of impending changes or agreed outages, etc…- Ensure professional telephone etiquette at all times during contact with all Bayporteers.- Provide mentorship to the first level support staff including assistance in tickets and upskilling

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agentanswers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Troubleshooting , Hardwaree & Software instasllations , diagnostics , driver downloads , data backups & transfers , Virus & spyware removals , loading and repairing of Operating systems , internet and email setup and Gps updates