Deskside Technician at Stefanini Group

• Promote 'customer first' approach with all interactions.
• Provide 1st Level technical support and expertise to end-users across all areas of Technology service delivery (desktop, applications, network, information management), including the installation and configuration of hardware, software and peripheral devices.
• Identify, prioritize and resolve support problems by providing telephone-based, in-person, hands-on and/or remote support (incident management).
• Management and ownership of problems through to resolution.
• Proactively analyze groups of support requests to determine the root causes (problem management) and implement revised work practices to address.
• Classify, log and maintain records for all issues, requests and changes, track until resolution 
• Develop, maintain and continuously review support procedures and other end-user documentation.
• Liaise with support groups, external vendors and/or other stakeholders to ensure support requests are resolved within SLA.
• Consult and liaise with relevant system owners and subject matter experts to develop an understanding of the current and future environment, and underpinning business processes.
• Proactively build and maintain relationships with internal and external suppliers of services.
• Contribution and preparation to the preparation of Technology Department information bulletins for staff.
• Other activities and projects as determined by the needs of the organization identified by the Service Delivery Manager.
• User and group administration within Office 365 and SharePoint Online.
• Assist in the maintenance of asset registers of office technology equipment and software licenses. 
• Manage the build and provisioning of devices as required.
  Minimum 3 years' experience in a similar role within a complex organization. 
• Proven experience in delivery of a high level of customer service 
• Demonstrated broad knowledge of ICT environments (including operating systems, network infrastructure, desktop and cloud based applications, telecommunications). 
• Demonstrated experience using MS Office Suite of products including Word, Excel and PowerPoint at an Advanced level. 
• Office 365 and SharePoint Online administration experience. 
• Operational experience at similar events (Desirable). 
• Effective communication skills (written and oral). 
• Proven problem solving / trouble shooting skills. 
• Ability to work with a team and independently. 
• Flexibility when faced with ambiguity or constant change. 
• Experience of providing support activities with a technology or events field (desirable). 
• Excellent ability to work under pressure. 
• Hold a current and valid Driver's license.

Refcode: 58467_589