As a member of the ICT Desktop Support team, my role involves providing advanced and innovative technical skills to support the Desktop Support Lead. Additionally, I am responsible for mentoring and coaching career grade desktop support officers. I aim to ensure the delivery of a robust, reliable, and cost-effective technical desktop support service that aligns with customer needs and expectations as outlined in corporate service level agreements (SLAs).
August 2022 to December 2022
Role
- Assist the ICT Desktop Support Lead in co-ordinating all service desk and second line support requests to meet the needs of the organisation and ensure that staff are skilled to provide an efficient support service
- To mentor and coach any desktop support officers (career grade) within the team, acting as the main contact for any training companies in the officer’s development.
- In conjunction with the ICT Desktop Support Lead, analyse desktop support calls to assess future support requirements, develop suitable self-help material, and support documentation to best meet the requirements of the organisation
- In conjunction with the ICT Desktop Support Lead, monitor the Desktop Support team to ensure that all support requests are logged through the call logging system and resolved within agreed service levels, where necessary the user is kept informed as to the status of their support request escalating this to either the system supplier or a specific ICT team as required.
- In conjunction with the ICT Desktop Support Lead, analyse call logging statistics to produce reports on team performance and identify and implement changes as necessary to improve service delivery.
- In conjunction with the ICT Desktop Support Lead, monitor the installation and configuration of all new hardware, software, and related infrastructure to ensure adherence to corporate standards and the change management process.