Service Operations Technician

End User Desk side Support Service:Provide 1st, and 2nd level issue resolution and troubleshooting for end users, both onsite and remote users.Manage incoming Desk side Support Incidents & Service Requests via the ITSM Tool and provide high quality and conscientious support.Responsible to document all troubleshooting and resolution details on the ITSM Tool.Communicate to users the progress of enquiries and requests from receipt to closure.Follow Escalation Matrix Protocols on Large User Impact Issues to the appropriate support teams.Hardware Failures / IssuesTroubleshoot VDI / Client Remote Desktop Performance Issues.Set-up, deploy and maintain end user hardware and software including:Set-up of New Starters onsite or remote i.e. computer/notebook set up, account set ups, physical rollout.First Level Telephony Support, including VM, Pin Resets & Name ChangesProcurement of necessary hardware and softwareReceive and document hardware details (in/out) in the asset register – ITSM systemWork with other teams during 'desk moves' and workstation re-shuffles'.Troubleshooting printer operations, supplies and maintenanceEnsure software licensing processes…

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