IT Support Specialist (London Office)

Задачи • Support onsite and remote staff through the IT ticketing system, email, and desk-side support, meeting contracted KPIs and SLAs • Ensure timely and effective responses to technical incidents and tickets • Escalate tickets from Tier 1 analysts and escalate issues further when needed • Provide backup coverage for Tier 1 staff to maintain service desk coverage • Diagnose and troubleshoot Windows and Mac desktop OS, application, network connectivity, and hardware issues, including complex technical issues • Document technical problems, resolutions, standard operating procedures, and system-related processes • Manage user accounts and permissions according to established procedures • Set up and configure hardware assets, including for new starters, planned refreshes, and office expansions • Support the maintenance and operation of meeting and conference room facilities, including video conferencing and audio/video equipment • Provide in-room technical support for executive-level and company-wide events • Create and maintain application and system documentation by updating written procedures • Observe user needs and system functionality and make recommendations to management • Assist collaboratively with special projects, new applications, and system deployments • Deliver customer service and technology experiences to employees across the company • Collaborate with senior IT staff and escalate issues to them • Develop personal skills, share knowledge with the team, and…