Job Description
>Provide management and guidance for IT support of desk based computer hardware and software, diagnosing and solving issues and escalating to 3rd Line where appropriate for internal/external users.
> Provide support across all business systems, diagnosing and solving basic application issues and routing/escalating where appropriate
> Work with and develop to Network analyst, assisting with network, VMware, MS Exchange, data communication links and other infrastructure services as required.
> Log and track all incidents and requests on the Helpdesk system, providing regular updates to the customer and ensuring SLA’s are met and ensure that support staff is adequately doing the same.
> User admin including Active Directory admin, password resets, network drive mapping any other tasks as required
> Work with staff to ensure SLAs are met and a consistent IT service is delivered to the customer.
> Maintain a knowledge base of reoccurring issues & their associated fixes whilst investigating root causes.
> Carry out daily operational tasks, user administration, housekeeping tasks and system monitoring to ensure the effective operation of IT systems and facilities.
> Carry out IT installations, implementations, configuration & roll outs & other technical duties as required
> Produce and maintain technical and procedural documentation as required
> Assist in the IT department with duties of which you will be capable, as and when required
> Be a second line of contact at the corporate office for all IT issues and maintain all assets and oversee first line of contact
> Advise the IT Director of any planned IT Changes and assist in providing ideas back to the IT Director of improvements that can be made within the corporate office both through IT Process and new technology
> Develop and implement policies and procedures to support IT software and systems
> Develop and train IT staff
> Serve as primary technical implementation point of contact for Newport’s service and software clients
> Provide training on Newport software to internal and external users
> Provide demonstrations to potential, new, and existing customers
