The job holder will be responsible for the provision of technical support within the ICT Helpdesk (communications mobile systems and networks), including architectural design, functionality, and security. The job holder will also oversee the management of the day–to–day operations of the ICT Helpdesk Team, ensuring effective, efficient, and best value ICT services are provided.
Manage the Helpdesk system to ensure that staff queries are logged & resolved as soon as possible and within agreed SLA times.
Coordinate with various other IT resources (Application and Infrastructure) to ensure that any IT PC/LAN/WAN issues are resolved as soon as possible.
Provide ad hoc/weekly helpdesk reports, detailing calls logged that have been resolved and explanation of any discrepancies. Escalate delayed tasks promptly.
Ensure that all external contracts/SLAs/Licenses documentation is kept current and relevant.