About the role
The ITS Service Desk Support Officer will provide re-active and pro-active incident resolution, problem management and service request management for applications, software, hardware and network systems, including user administration.
The role will ensure the delivery of a positive customer experience through the provision of timely and accurate Level 2 technical support, following operational procedures, service level agreement timeframes and IT Service Management best practice.
Responsibilities include:
Provide Level 2 ITS support during Service desk business hours
Receive and respond appropriately, and in a timely manner to all incoming requests
Investigate problems in systems, processes and services and assist with remedies and preventative measures
Delivering IT support to customers and users at the appropriate level for them to comprehend
Ensure all
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