The primary function of this role is to provide desktop support to the end users, with a secondary function to support, learn and develop in the arena of server and application support.
This role requires excellent technical, initiative and communication skills to ensure consistent delivery of services. It is necessary that a first class awareness of the environment across all platforms is understood and that this knowledge is articulated clearly at all times. It is a key requirement that regular updates of project progress and key activities are communicated to line manager. In addition, it is imperative that service desk queues are monitored and updated in accordance with the service desk processes and assigned tasks.
Working as part of the Technical Services Team to ensure that all desktop, server, network and telephony components are monitored and available to meet the SLAs set.
Support for all Windows services and applications for desktop
Support for all MAC services and applications for desktop
End user support on all corporate platforms including mobile devices
Regular maintenance and updates to all applications and desktop hardware
Monitoring all Westfield desktop systems to ensure error detection as early as possible
Ensuring the security of desktop and mobile devices
Ensuring uptime of all desktop systems in line with any SLAs
Providing regular progress reports to line manager
Ensuring assigned service desk tasks are kept up to date and that support issues are resolved in a timely manner
Ensuring sufficient monitoring and alerting is in place for all relevant desktop systems
Keeping asset and change management systems up to date at all times
Documenting all work and ensuring measures are in place to allow others to pick up support and project work where necessary
Quick learner and a ’can-do’ attitude.
Skills and Experience:
Windows and Apple desktop and application support
Virus Protection and Updates
Keeping all documentation and diagrams up to date and accurate
Performing all daily checks consistently and resolving issues
Windows 7, MAC OSX & Linux
iOS, Android & Blackberry devices