Senior IT Desktop Specialist

Help Desk & IT Support (Information & Communication Technology)

• Provide Level 2 in-depth IT end user technical support and advice to staff including VIP executives and students on the usage of desktop and AV equipment.
• Escalate to Level 3 support as required.
• Provide technical guidance for staff in resolving incidents with hardware, software, and devices.
• Keep customers regularly updated on the progress of their incident or request in ServiceNow and escalate matters as required.
• Follow all ITDS processes and procedures for work performed ensuring compliance.
• Provide technical support necessary to ensure that a high standard of customer service is delivered.
• Maintain a professional demeanor and calm outlook when dealing with other members of the community.
• Provide operational support and maintenance for desktop and AV equipment.
• Provide training, advice, and support in the use of AV Conference facilities to stakeholders.
• Identify regularly occurring problems and implement permanent solutions.