Role Description

Be the first point of contact for end users seeking technical assistance over the phone, email, and instant chat.

Provide onsite support and assistance to staff as well as remote support to staff globally.

Ensure all tickets are dealt with within SLA guidelines, whilst delivering excellent customer service.

Update the ticketing system, ensuring all notes, progress and required actions are input promptly and accurately.

Troubleshooting and resolve problems associated with both software and hardware.

Adhere to standard operating procedures and work instructions.

Provide expertise and guidance to staff on general IT matters.

Work with other IT Support teams to resolve more complex user issues and requests.

Maintain a strong customer focus at all times.

Undertake training and learning to build your IT skills and knowledge.Key ResponsibilitiesWe are looking for an IT Service Desk Administrator to join our new in-house Service Desk Team to provide 1st line support to Kynetec staff globally.

This role will be responsible for monitoring, investigating and resolving issues raised to IT Service Desk via phone and ticket system.