Responsibilities
Helpdesk
- Managing tickets through their full-service lifecycle using the Bland Group Helpdesk system
- Ensure tickets are updated and customers are kept fully informed of progress
- Respond to incoming calls and e-mails regarding problems with computers, associated hardware and software in a timely manner
- Maintain helpdesk notes, operational logs, change control logs, and documentation surrounding daily activities.
Network, Systems and Application Support
- Install, configure, maintain and upgrade computer hardware, operating systems, applications and peripherals.
- Perform analysis, diagnosis, and resolve or escalate problems related to computer hardware, operating systems, applications and peripherals
- Ensure that the computer systems are provided with appropriate network connectivity throughout the organisations LAN and wireless LAN networks.
Monitoring
- Responding to system alerts in line with Service Levels
- Proactively tracing alerts with a view to prevent customer impacting issues occurring
Inventory Management
- Managing and updating hardware and software asset registers