IT Service Desk Specialist

Position Objective The IT Service Desk Specialist is a highly motivated professional with expertise in technical support, specialising in troubleshooting and analysis. This role is dedicated to delivering superior customer service and ensuring that unresolved issues and inquiries are escalated promptly in accordance with established protocols and Service Level Agreements (SLAs). As an integral member of the IT Service Desk team, the specialist provides Level 0 and Level 1 support for IT incidents and service requests. They act as the primary point of contact for all user incidents, requests, and general communications. Furthermore, the specialist is committed to enhancing user awareness of IT-related issues and promoting the appropriate utilisation of IT services and resources. Responsibilities Key duties and responsibilities are not limited to those listed below: • Deliver exceptional customer service by promptly and professionally addressing customer needs and concerns. • Manage IT service incidents reported by school users through the Service Desk Support Portal, specifically those related to personal computers, networks, platforms, and applications. • Effectively resolve issues or provide alternative solutions to restore IT services to normal operation within the established Service Level Agreement (SLA). • Escalate unresolved issues or additional support requests to the appropriate support team. • Provide timely updates to customers regarding the status of outstanding issues in accordance with targeted service levels. • Ensure accurate and comprehensive documentation of customer interactions and transactions within the IT Service Desk Management System. • Provide end-user support for classroom technology to educators, assisting with IT and audio-visual equipment such as Interactive TVs, Apple TV, projectors, and associated applications to expedite the return to normal classroom activities. • Oversee the life cycle management of IT assets, including the regis…