Providing excellent quality remote support via phone and email as part of a larger international IT support team
Troubleshooting, diagnosing, and resolving standard desktop applications MS Office 365, Outlook, Citrix and VDi, Windows 10/11, Zoom, Teams and bespoke legal applications
Management of mobile devices / virtualized desktop environments
Taking ownership of incidents, setting, and meeting expectations and communicating frequently with users throughout the incident lifecycle
Ensuring incidents are fully documented with all actions taken in ServiceNow and issues resolved within agreed service levels
Take ownership of the queues and ensure that prompt action is taken where necessary
Produce and maintain knowledge articles related to IT systems, processes, incident resolutions
Identify and flag reoccurring incidents and trends and work with other IT teams to resolve root causes
Ensure that the Service Desk best practices are adhered to with a customer first mentality
Actively review working practices and recommend effective improvements against current service and support levels
Contribute to building and maintaining an effective Global Service Desk Team by participating in meetings, developing relationships, and making suggestions to drive service improvement.
