INCIDENT MANAGEMENTUse the incident management tool to record and accurately create and update all incidents/requests in line with defined quality requirements;Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution;Categorize and escalate incidents and service requests in line with the firm’s incident management process;Set the user's expectations in relation to incident resolution or service request fulfillment. These should be in line with the agreed SLTs; andProvide timely and constructive feedback in de-escalations of incidents/requests that have been incorrectly assigned.MAIN RESPONSIBILITIESResponsible for providing a highly mobile and high quality support service to the office by resolving incidents/requests in a timely fashion, remotely or in person;Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible;Install, configure, upgrade, and support hardware such as, but not limited to, laptops, desktop PCs, printers, telephones, and mobile devices;Install, upgrade, and troubleshoot all applications that fall under the HL application suite;Assist in testing new software & hardware, providing constructive feedback as required;Maintain accurate inventory levels and associated records;Follow appropriate processes and procedures in relation to assets' life-cycle;Perform desk or departmental moves at a time that doesn't impact the end user’s ability to work;Provide support at events and meetings in line with the business requirements;Ensure that desktop security configurations and practices are implemented and maintained in line with the firm’s policies and procedures;Assist in knowledge sharing by contributing towards the creation/amendment of support documentation into Knowledge Base;Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met;To constantly and pro-actively look for ways to improve the systems, service, processes, performance. and communication of the IT support services team;Assist the Training Department, or contracted third parties, with the delivery of scheduled training classes. Follow-up on training provided to new hires;Support scheduled maintenance windows and assist with system emergencies (i.e., power outages) that require system shutdown, rebooting, post maintenance testing, etc.;Assist clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices, etc.; Assist with the setup and support of audio and video conferences;Ensure end users are able to use remote access;Act as an ambassador for the IT Department in all customer interactions;All members of the firm are encouraged to participate in our Global Citizenship program; andOther duties as assigned;

Minimum Salary: 78,500 Maximum Salary: 88,250 Salary Unit: Yearly