Senior IT Support Technician

- Provide technical support, responding to queries onsite or via phone or email - Maintain a high level of customer service for all support queries - Take ownership of user issues, proactively addressing them whether raised directly or through escalation - Log all calls on the call logging system and maintain thorough documentation - Respond to client inquiries and assist them in resolving hardware or software issues - Support users in using computer equipment by providing necessary training and advice - Assist in the development of less senior team members - Collaborate with the IT support team and other operational/project teams as directed - Manage workloads and notify the IT Project & Support Team Leader of potential KPI/target breaches - Allocate complex service issues to relevant IT support team members - Raise any security concerns to the IT Project & Support Team Leader - Maintain reports and logs according to departmental policy - Obtain quotes and process orders following departmental guidelines - Set up and configure new laptops and desktops - Install authorized software on laptops and desktops - Configure and maintain computer systems, networks, and peripherals as instructed - Stay updated on IT trends and engage with the IT Project & Support Team Leader to develop personal development plans ###