AddressGeneral Village Support
- Ensure that a high level of customer service is consistently delivered
- Handle all IT queries made by Value Retail employees based in the village
- Provide support and testing resource for IT related projects and office moves / re-designs
- Local monitoring / management the service IT delivers to the village
- IT point of contact for village VIP's
- Occasional remote / onsite IT support to 'other' Villages (in the region)
Incident / Problem Management
- Proactively monitor ticket queues within the IT Service Management Tool to ensure all tickets are updated and resolved within the defined SLA
- Undertake initial diagnosis, categorisation and prioritization of all incidents and service requests and perform first line resolution where applicable
- Escalate unresolved incidents to internal resolver teams and 3rd party suppliers
- Ensure all incidents and service requests are recorded in the IT Service Management Tool
- Keep end customers informed on the status and progress of incidents and requests until an agreed resolution is met
- Identify problem trends and potential issues and escalate as necessary
Project Support
- Assist with the definition of village specific project requirements
- Participate in all aspects of project testing related to the village implementation
- Deliver training courses/tutorials for new or upgraded systems to the end customer
- Support the local implementation of business and technical change projects
- Publish knowledge articles and other documentation/procedures on common issues
- Provide IT Training for new joiners
- Provision of general 'How to …. ' IT support to the village team
Hardware Support
- Build, configure and install PC's, laptops and mobile devices
- Install applications ensuring that the software is approved and licensed correctly
- Printer configuration and installation
- Plan and undertake scheduled maintenance of local infrastructure and network
- Provide ad hoc support such as Audio and Visio installation and facilitation, creating presentations for business use, assist with the troubleshooting of networked services (WAN, LAN, WIFI)
- Co-ordination and supervise local 3rd party IT providers
