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The Senior Technician (Centralized Service Desk) is responsible for providing first-line support, incident management, knowledge management, and application support to ensure efficient and effective IT service delivery. This role involves managing support requests, maintaining knowledge databases, monitoring system health, and assisting end-users to resolve various technical issues. The technician will support continuous improvement in service quality and contribute to the development of support practices and documentation.

Responsibilities:

Knowledge management

• Maintains knowledge management systems and content to meet business needs.

• Supports others to enable them to complete knowledge management activities and form knowledge management habits.

• Supports changes to work practices to support capture and use of knowledge.

• Reports on the progress of knowledge management activities.

• Configures and develops knowledge management systems and standards.

Application support

• Follows agreed procedures to identify and resolve issues with applications.

• Uses application management software and tools to collect agreed performance statistics.

• Carries out agreed applications maintenance tasks.

System software

• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.

• Applies system software parameters to maximise throughput and efficiency.

• Installs and tests new versions of system software.

• Contributes to preparation of software implementation procedures with fall back contingency plans.

Incident management

• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.

• Advises relevant persons of actions taken.

Customer service support

• Acts as the routine contact point, receiving and handling requests for support.

• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.

• Contributes to creation of support documentation.

Essential Qualifications & Experience

• Higher vocational training in a relevant discipline with 2 years postrelated experience. Or a secondary educational qualification with 4 years post-related experience.

• Good knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, MS Office, Visio, MS Project and Internet Explorer;

• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);

• Experience is demanding customer facing roles and in end-user support in general;

• Extensive experience in performing user administration in MS Active Directory and Exchange;

• Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment;

• Competency in call centre tracking tools;

• Prior experience supporting customers in use of application software;

• Proficiency in using support software tools;

• Strong experience with automating IT tasks and processes and procedures.

Desirable:

• Courses/certifications in IT

• Service Desk Analyst Certification

• ITIL 4 Foundation

• ITSM - Incident Management

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.