Investigate faults relating to desktop applications and their configuration, identify and implement
appropriate solutions.
Respond promptly and effectively to calls from both remote and internal business partners
concerning any query or issue regarding software and hardware used within IAMI that the
Technology Support Services group has responsibility for.
Demonstrate and deliver excellent service to all business partners at all times.
Complete software/hardware installs, upgrades, adhoc project activity, moves and roll outs as and
when requested, to the satisfaction of all parties involved. This includes patching and first-line
telephony responsibilities.
Maintain a central library for the applications that the TSS group has responsibility for, including
reference manuals, installation guides, etc. This includes keeping our hardware inventories,
application profiles, procedure databases and the Technology knowledge center up to date and
current.
Call management, includes logging and taking ownership, updating, closing calls correctly, using
the appropriate categories and escalating when appropriate.
Analysis of calls, this includes proactively monitoring and investigating statistics, looking for trends
and patterns to identify recurring problems to enable root cause analysis.
Liaise regularly with Technology management, all Technology support areas, the Service Desk and
business partners in pursuit of best working practice for our team and client base.
Assist to deliver our BR obligations.
When requested provide intelligent hands-on support for all areas of the Infrastructure Services
Group.
When advised, act as the lead coordinator for all desktop enquiries relating to assigned project
activity.
Act as a mentor for the more junior members of the team, offering guidance, coaching and
support.
When instructed act as a deputy for the Technology Support Services Team Leader.
