· Provide professional & timely first level support for any computing problem or request, which is raised by our internal customers. If unable to resolve the situation, follow procedures to escalate call with IT support team via the Internal Service Desk system.· Liaise with hardware and software vendors to ensure BT maintain an up-to-date portfolio of computer equipment for customer use.· Ensure the BT Security policies and procedures are adhered to for all IT systems.· Plan and administer system resources across the user base.· Effect support and service procedures for hardware and software maintenance within the BT office environment.· Help administer the local network (Wi-Fi) and systems hardware, ensuring that an appropriate level of security is maintained.· Report to IT Manager any problem that may cause major impact to site.· Participate in other IT support projects as defined from time to time.

• Primary job function is to provide application support via phone/email/Web.• Respond immediately to client issues in a professional manner, providing appropriate solutions• Ensuring Service Quality levels are maintained and adhered to• Ensuring all issues are handled in a timely manner• Reviewing outstanding issues, complete appropriate hand-off in conjunction with OLA/SLAs• Meeting results every quarter

• Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.• Performed troubleshooting techniques over the phone or via email to identify and resolve issues.• Established patterns to reoccurring issues and provides input to development teams.• Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.• Assist team members and provide support and solutions to customer queries to meet company objectives.• Maintain updated knowledge of company products and services to better provide customer support