IT Support Technician

· Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

· Escalates unresolved incidents/service requests within agreed timescales

· Logs relevant incident/service request details as per process

· Communicate with client regarding incident progress

· Ensures tickets are always updated until issues are resolved

· Complies with Health Safety Environment (HSE) and IT policies

· Liaise with clients, IT support groups and 3rd party providers when necessary

· Performs staging of PCs

· Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).

· Conducts hardware and software maintenance and support

· Troubleshoots and resolves PC incidents and/or VIP requests

· Centralized hardware and Spare part stocking and inventory managementSurplus equipment management

· Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)

· Asset disposal services

· Hardware vendor coordination for Break fix

· Imaging & provisioning of devices. Setup and build workstations

· Update AMDB including hardware and software

· PC and other devices - logistics management

· Strong knowledge of desktop/laptop hardware

· Very strong hands-on experience (H/W and S/W)

· Good knowledge of Win 10, Win 7 & MS Office

· Knowledge of Mac OS

· Application / software installation and trouble shooting

· Knowledge / exposure on ticketing tools (Service Now)

· Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.

· Working knowledge of supporting computer peripherals, like printers, scanners etc.

· Strong hands-on experience (H/W and S/W)

· Hardware, operating system & software knowledge