Skills:

• Expertise in providing comprehensive hardware support, covering a range of devices such as laptops, desktops, tablets, docking stations, printers, and Multi-Function Devices (MFDs).
• Extensive experience in supporting and managing Windows 10/11 operating systems, Virtual Desktops, Active Directory, Anti-virus solutions, SCCM, InTune, and the full suite of Microsoft 365 products.
• Highly skilled in diagnosing and resolving issues related to corporate networks and IT infrastructure, ensuring minimal downtime and efficient operations.
• Strong proficiency in supporting a wide range of desktop applications within corporate environments, with a deep understanding of their integration with IT systems and troubleshooting potential conflicts.
• Familiar with Windows deployment technologies and adept at streamlining the setup and configuration of systems across an organisation.
• Proven track record in providing high-quality desktop and application support, including offering remote technical assistance to end users, ensuring seamless issue resolution.
• Exceptional attention to detail, ensuring that all technical tasks are completed to the highest standards and aligned with organisational requirements.

Knowledge:

• Solid understanding of corporate networks and Firewalls, with the ability to recognise their influence on field support activities and ensure proper functionality without requiring direct administration.
• Experience in assisting employees with varying levels of IT expertise, adapting communication and support approaches to meet diverse needs effectively.
• Knowledge of asset management practices and processes for handling redundant IT equipment, ensuring smooth transitions and accurate record-keeping.
• Familiarity with disk encryption software and its implementation within a corporate security framework.
• Outstanding customer service skills, consistently delivering solutions in a professional and approachable manner, focused on user satisfaction.
• Capable of managing complex, fast-paced workloads and juggling multiple priorities to ensure timely completion of tasks and projects.
• Exceptional written and verbal communication abilities, allowing for clear, concise explanations of technical concepts to both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, with a focus on proactive troubleshooting and delivering efficient, timely solutions.
• ITIL V3 Foundation certification (or equivalent) is a valuable asset, demonstrating a solid understanding of IT service management best practices.
• Proficient in stakeholder management, fostering collaborative relationships to ensure alignment on objectives and the successful delivery of services.
• Passionate about driving innovation and committed to contributing to the enhancement and modernisation of public services, always seeking opportunities to improve processes and outcomes.