The Role:

• Handle Incidents and Service Requests and near desk support;

• Provide services to End Users that include the following:

• End User Devices including workstations, desktop PCs, laptop/notebook PCs, tablet PCs,

• Collaboration and Communication services and devices including smart phones, desktop phones, mobility devices, streaming media systems (video conferencing) and other End User computing Hardware devices and associated system Software;

• Network-attached devices (e.g. printers, scanners, copiers, multi-functional devices (e.g. printer/scanner/fax);

• Locally-attached devices (e.g. personal printers, projectors);

• Daily health checks to End User Devices and Network attached devices as required

• Meeting room support as required.

• Provide effective Deskside Support Services in accordance with the appropriate Performance Standards;

Required skills:

Business Competencies

• Clear verbal and communication skills with the ability to explain technical instructions in a non-technical way

• An enthusiasm and passion for excellent customer service. Plus the ability to promote technology, using business friendly language, and seek out opportunities with tangible business benefits

• Ability to work in a team environment to achieve service levels as a group and individually

• Ability to work on own initiative, prioritise and manage workload effectively, often under pressure

• Take personal responsibility to keep up to date with new technologies, systems and solutions

• Ability to think logically, analyse situations, solve problems

• Awareness of business-critical incidents, and their potential implications for the business

• Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.

• Self-motivated, self-starter, who will undertake all activities to the highest professional standards

• Work pro-actively and highlight issues to the Team Leader and / or Service Delivery Teams, where appropriate, to find resolutions / workarounds to recurring issues

• Good troubleshooting skills

Knowledge

• Knowledge of Service Desk operations, to include a good knowledge of IT best practice, industry trends and customer service

• An understanding of business working practices and active working experience and understanding of core applications e.g. MS office applications, Win 11, O365

• Knowledge of current Windows operating systems

• PC and laptop hardware set up, configuration and support

• Knowledge of Apple products (primarily iPhones and iPads)

• Basic networking skills / understanding

Experience

• Proven experience in a customer facing IT support role.

• Proven experience within an IT Support / Service Desk environment.

• Excellent communication and inter-personal skills

If you are interested in the opportunity to work onsite with one of A&O IT Group’s key clients, carrying out a wide range of IT related services, meeting a wide range of technical challenges and providing an excellent experience for our customers we would love to hear from you.

A&O IT Group
As a successful and growing global IT services provider, A&O IT Group deliver ‘fully managed’ IT solutions and cyber security services. Combining over 50 years expertise, and boasting an extensive global network, whilst remaining privately owned, A&O IT Group is a trusted IT services partner to clients globally.

This role is subject to a post-offer Background Verification in accordance with the local country legislation.

Learn more about life at A&O IT Group and our opportunities on our website IT Engineer Careers page.

NO AGENCIES

We encourage diversity and seek to attract individuals with unique backgrounds and perspectives. It is important that we build a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are committed to equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, age, marital status, disability or gender identity.