1st Line IT Support

 JOB CONTEXT & PURPOSE

(Brief summary of the position, i.e. why does the role exist?)

The 1^st Line IT Support role supports the IT function of the business. Under direction from the IT Team Leader they are responsible for providing 1^st line IT support to the business including hardware/software/communications issues. They will also be required to contribute to other IT projects and initiatives as directed by their line manager. The 1^st Line IT Support role is responsible for resolving all tickets assigned to their queue within the appropriate time frame, logging all new tickets, keeping the asset register up to date, assisting with laptop builds, desk moves and Office 365. 

KEY RELATIONSHIPS

(e.g. internal and external relationships)

• Reports to and receives direction from the Senior IT Team
• Interacts with ASI staff at all levels of the organisation in carrying out their duties
• Liaises and escalates P1 incidences
• Interacts with approved external hardware repair venders and suppliers
• Follows the IT Policies and Cyber Security policies and enforces all policies at all times

 KEY TASKS

(What does this role do, e.g. ‘responsible for identifying new business opportunities’)

List a minimum of 10 and a maximum of 20)

1

• Respond to support requests via email, phone, Team and or in person

2

• Handle IT orientation and hardware/account setup for new starters

3

• Troubleshoot Windows, Office, Printer, and various other software issues

4

• Diagnose all Dell and HP hardware

5

• Support mobile devices with setup and repairs

6

• Provide support for audio/visual equipment

7

• Track inventory and maintain stock of computers and accessories

8

• Ensuring InTune and build images of Dell laptops, adding to Azure AD of HP Laptops are deployed

9

• SharePoint assistance with new accounts and troubleshooting

10

• Work on technical project-based work when required

11

• Assist with documentation and keep all documentation up-to-date

12

• Account creations/removal within Active Directory and Office365

13

• Assist with procurement of IT accessories and delivery logistics

KEY ACCOUNTABILITIES

(What is this role responsible for achieving? These should be described in terms of the results the employee is tasked with achieving, not the activities undertaken in order to achieve the result (covered above).  For example, “deliver a comprehensive and accurate quarterly budget report”

List a minimum of 5 and a maximum of 10)

1

• Completing assigned support tickets within agreed SLA

2

• Escalating tickets they are unable to resolve

3

• Reporting potential system outages

4

• Supporting resolution to outages

5

• Ensuring integrity of company data

MINIMUM

QUALIFICATIONS:

• Desirable – Good undergraduate IT degree  or equivalent IT qualification (MCSA)

EXPERIENCE REQUIRED:

• Up to one year 1^st line IT support
• Office365

COMPETENCIES:

• Planning and delivering results
• Quality and accountability
• Continuous improvement
• Managing complexity
• Innovation and change management
• Communication and knowledge management
• Collaboration and teamwork
• Personal impact and effectiveness

KNOWLEDGE:

• Some relevant experience of IT
• An understanding of what an internal IT support team does
• Technical knowledge of:
  • Microsoft Windows 10
  • Office365
  • Outlook (Email)
  • Microsoft Exchange

SKILLS:

• Good oral and written skills
• Good numerical ability
• Computer literacy with Microsoft Office products.
• High level of reasoning and problem-solving ability.
• Technical skills including:
  • Ability to install, configure and repair Laptop hardware and software
  • Confidence inability to resolve MS Windows problems
  • MS Office
  • IT equipment trouble shooting
  • Active Directory

ATTITUDE:

• High level of emotional intelligence in the following areas:  self-awareness, social awareness, self-management, relationship management.
• Excellent relationship building skills.
• Proactive, self-starter, resourceful.
• Open-minded, flexible approach to problem-solving.
• Resilient to changing circumstances and challenges.
• Achievement oriented.
• Determination to complete work.
• Trustworthy, reliable, professional, contentious and accountable.