Incident Service Management Technician

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Roles and Responsibilities:

• Responsible for the successful delivery of all BAU Technology and Voice tasks.
• Instrumental role in the successful delivery of IT relocation projects, undertaking the full audit and preliminary works promptly and to the highest standards.
• Hardware Inventory Management ensures stock levels are constantly monitored.
• Hardware requests and receipts through our internal ordering system.
• Actively monitoring the ticket queue and managing requests through to completion.
• Housekeeping on IT rooms.
• Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse Keyboard/desk phone/headset/webcam).
• Supports hardware decommissioning events.
• Supports Business moves/changes – ensure involvement in early stages of planning.
• Managing escalations through to conclusion.
• Manage client expectations.
• Setup and installation of Temporary training rooms / Office-wide events – Expo’s.
• Comms room patching.
• Supports work-from-home hardware requests.
• Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
• Manage own workload to ensure that assigned activities are completed within targets defined within SLAs/OLAs.
• Demonstrate high levels of customer care behaviors at all times and adopt an approach that shows a consistent commitment to providing customer-focused quality service.
• Work across lines of service to ensure a coordinated approach to providing support for the customer.
• Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results.
• Perform basic troubleshooting, system upgrades, and replacements for employees.
• Deploy equipment for new hires and refresh and collect equipment from offboarded employees.
• Evaluate user requests and requirements and recommend effective technological solutions.
• Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
• Will be required to work outside business hours and participate in additional weekend work.
• Image/re-image computers configure IP phones and mobile phones.
• Proven ability to work independently with little supervision as well as in a team environment.
• Excellent communication, interpersonal,l and customer care skills.
• Ability to work well under pressure and in tight timescales.
• Strong organizational and problem-solving skills.
• Knowledge of Windows operating system, applications, and computer hardware.
• Interacting with other support groups across multiple platforms.
• Experience using a help desk call management system.
• Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, and LAN.
• Industry-standard certifications are a plus (MCSA, A , Network , CCENT, CCT).
• Shell scripting experience is a plus (Windows PowerShell, Perl, Windows cmd line).
• Experience in the financial industry.
• An understanding of ITIL Service Support and Delivery disciplines and methodologies.
• Focus on customer service.

Experience in a similar role

• 4-6 years of relevant experience

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com