Key Responsibilities

• Provide prompt and positive hardware and software support both remotely and onsite.
• First point of contact for all IT incidents/requests/questions via ServiceNow, phone, email, the IT portal, and onsite.
• Professionally handle all tickets offered from the Belfast office with the objective of gaining an understanding of the customer's incident/request and offering the appropriate support in a timely manner.
• Ensure all incoming and outgoing tickets offered are recorded correctly into tickets in ServiceNow at the time of receiving the information.
• Perform troubleshooting through diagnostic techniques and relevant questioning and steadfastly document all the investigative actions and the outcome within the ticket prior to resolving or re-assigning.
• Determine the best solution to resolve or progress the ticket based on the issue and details provided by the customer in accordance with the ServiceNow knowledge articles guidance and workflows.
• Keep updated on new and ongoing problems and the workarounds associated with each.
• Carry out IT specific daily operational actions as and when assigned.
• Monitor ServiceNow ticket queue constantly to pick up new tickets or updates and react to them proactively and appropriately.
• Provide customers with updates at least every 24 hours to ensure they are kept fully up-to-date of the status and progression of their issues.
• Understand and comply with all documented processes & procedures and ensure full awareness and adherence to all IT knowledge articles, to HSF Kramer Company Policies, and IT Security requirements.
• Develop and maintain good communication with all colleagues and all applicable IT contacts throughout HSF Kramer ensuring sharing of current IT situations, knowledge, procedures, and processes.
• Proactively maintain access to all the applications and services to undertake the role successfully.
• Assist with any ad-hoc IT support or project work when assigned.
• Aim to continually improve levels of IT skills and knowledge by readily sharing knowledge and ideas to help each other achieve a high standard of output and increased awareness.
• Liaise with vendors and suppliers when required.