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**Key Result Area**
- Document hardware / software configuration and request / incident resolution procedures.
- Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA), meeting or exceeding customer’s requirements and expectations.
- Incidents and Service Requests are managed effectively; ensuring information is captured in the Service Desk System for future reference and analysis, in line with ITIL principles.
- Create and maintain documentation for South AP IT processes, procedures and configuration documents
- Where required, liaise with third-party service providers and escalate issues to ensure incident resolution within the agreed SLA’s
- Install, configure, test, maintain, monitor, and troubleshoot end user IT equipment
- Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective solutions
**Key Performance Indicator**
- Take ownership of service requests / incidents
- Ensure IT processes are adhered to and followed accordingly
- Ensure incoming requests / incidents are logged accurately and updated in line with industry best practice
**Experience**
- 2 years experience providing 1st level support (onsite and telephone based)
- Experience supporting Windows 10, Server 2012, Server 2016
- Experience supporting Microsoft O365
- Experience administering an Active Directory environment (User / Group Management)
- Experience with an ITIL orientated Service Desk logging system
- Experience supporting VoIP systems
- Experience in Thin Client technologies (desirable)
- Experience working in a structured ITIL environment (desirable)
