Troubleshooting all issues raised to the Service Desk. Monitoring our IT systems for downtime and being first support and responder. Resolving incoming client and personnel IT queries remotely via email. Prioritizing and resolving IT concerns and escalating issues to relevant internal channels. Testing and analysing IT system and software performance. Handling client issues, may result on a phone call to clients to gather information (Not required to resolve on the phone). Avoiding service interruptions by performing system installations, updates, and maintenance procedures. Preparing training manuals and FAQ materials for easy-access end-user guidance. Documenting processes and maintaining service desk records for a knowledgebase and client reports. Making recommendations to optimize IT performance and to prevent future problems. Collaborating with internal departments to ensure that IT needs are met. Keeping informed of advancements in IT.
