The role:

• Deliver first class service and problem resolution for customer issues.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents. prioritise effectively.
• Onboard new users – set up and build laptop/desktop in line with company processes
• Install, upgrade, and troubleshoot Windows OS, Microsoft Office and other desktop applications..
• Perform preventative maintenance tasks on computer hardware.
• Complete remedial repairs on Desktops, laptops, printers, mobile devices, and other peripheral equipment
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Asset/Inventory Management

About you:

• You will have experience of on-site Windows Desktop End User Support.
• Experience of ticketing Systems such as Service Now and priority levels within the system, how to manage them ensuring SLAs are met.

Experience in:

• Windows OS, Microsoft Active Directory, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions
• Mobile device management including IOS and Android devices,
• Enterprise encryption solutions – BitLocker
• Teams conferencing and enterprise voice
• Windows PC/laptop management via Active Directory.
• Software Deployment and Management – familiar with tools such as SCCM, InTune
• Connectivity for WiFi, VPN, Network Gateways, Firewalls
• Audio visual systems (TV/Projector systems) and conference technology
• Proven analytical, troubleshooting, and problem-solving skills.
• The ability to multi-task, effectively determine priorities and meet SLA’s.
• Asset Management tools and process – tracking hardware including for onboarding and off boarding
• Excellent communication, rapport building and internal customer service skills.
• ITIL/ITSM – Following good practice for service management

A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK.

OUR VALUES:

Our team prides itself on our core values and commitment to doing the basics brilliantly. If you too strive to engage & delight, we would love to hear from you.