Provide customer-centric on-site IT support, ensuring performance against agreed service level agreements (SLAs) and key performance indicators (KPIs), for internal and customer workplace technologies.
1. Respond to IT incidents and service requests logged in Connectwise Manage:
* Support and maintain internal and customer workplace technologies:
Windows and Mac desktops and laptops
Microsoft applications including email, Office 365, and active directory
Connectwise Automate, Webroot anti-virus, and PC back up
Printers and multi-functional devices
Telephony, including mobile phones
Basic support of workplace networking equipment, such as switches and ADSL routers
Any other systems as required
Ensure incidents and requests are logged and appropriately assigned, with the required level of detail, and accurate categorisation and prioritisation
Attend customer sites as required
Fault diagnosis an...
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