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.
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