Helpdesk Technician

Responsibilities
Helpdesk
•Managing tickets through their full-service lifecycle using the Bland Group Helpdesk system
•Ensure tickets are updated and customers are kept fully informed of progress
•Respond to incoming calls and e-mails regarding problems with computers, associated hardware and software in a timely manner
•Maintain helpdesk notes, operational logs, change control logs, and documentation surrounding daily activities.
Network, Systems and Application Support
•Install, configure, maintain and upgrade computer hardware, operating systems, applications and peripherals.
•Perform analysis, diagnosis, and resolve or escalate problems related to computer hardware, operating systems, applications and peripherals
•Ensure that the computer systems are provided with appropriate network connectivity throughout the organisations LAN and wireless LAN networks.
Monitoring
•Responding to system alerts in line with Service Levels
•Proactively tracing alerts with a view to prevent customer impacting issues occurring
Inventory Management
•Managing and updating hardware and software asset registers