IT Service Desk Specialist

Skills

Provide 1st line support for all JHI employees (US EMEA APAC) Escalation of Incidents to Global Senior IT Service Desk Specialist and ensuring tickets are escalated appropriately and in a timely manner meeting SLAs Act as a point of contact for Incidents and Service Requests for end-users Answering all telephone calls emails and walk-ups to the Global IT Service Desk Resolving and escalating Incidents and Service Requests within agreed SLAs Manage and ensure On/Off-Boarding processes are carried through for JHI employees Conduct New Joiner IT induction alongside user training on internal applications as required for new employee orientation Perform Vendor Management duties requiring collaboration with 3rd party vendors outside of the company such as Dell to troubleshoot/fix hardware problems with company equipment Documentation - Assist with creating updating and maintaining support documentation for internal teams Hardware Support - Unbox image configure test deploy and troubleshoot desktops / laptops and common peripherals including monitors docking stations Hardware Asset Management – Input update decommission assets in HAM following all asset management processes and procedures Windows & Mac troubleshooting experience

Description

1+ years in an IT Service Desk support role
Knowledge and experience of Windows 10/11 and Office 365 applications
Knowledge and experience of supporting desktop and laptop hardware (Dell, Apple Macbook)
Strong communication and interpersonal skills
Experience of providing 1st line support
Excellent problem solving, capable of working to deadlines, high level of attention to detail and have a keen desire to learn and progress

Responsibilities

• iPhone/iPad Support – Receive, configure, test, and deploy alongside of supporting replacement devices. Assist end users with questions with set-up and support questions
• Software Support – Assist with install and uninstall of standard software. Assist and train users, when necessary, on common in-production applications
• VIP Support – Provide onsite white glove support, build strong relationships with executives, support staff, promptly assisting them with their questions, incidents, and service requests
• Feed into the Continuous Service Improvement Plan, participating in team meetings
• Participate in floor walking duties, responding to individual queries, problems, tasks. Tracking issues via ServiceNow
• Attend and participate in meetings as needed
• Participate in on-going projects as required
• Participate in shift and on-call rotation(quarterly) for afterhours support
• Occasional requirement to work scheduled weekend to handle moves adds and changes
• Carry out additional duties as assigned
• Exerting up to 25 pounds (12kg) of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
• Required to have close visual acuity to perform an activity such as: preparing and analysing data and figures; transcribing; viewing a computer terminal; extensive reading.
• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, lift and small carry parcels, packages and other items.
• Some work requires moving and lifting equipment
• Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting