Data & IT Support Assistant

Duties and responsibilities

1. Serve as the first point of contact for IT related issues, including hardware, software, network and system access problems.
2. Respond to IT queries via Helpdesk, email or phone in a professional and timely manner.
3. Ensure the ticketing system is monitored and kept up to date.
4. Guide users through the required troubleshooting steps to resolve the issue either over the phones or by remote access.
5. Visit sites across Coventry and Warwickshire to support the resolution of both planned and ad hoc/urgent issues.
6. Escalate complex issues to the IT technicians for support.
7. Install and maintain workstations as required.
8. Follow safe working practices in regard to electrics, manual handling and working from heights.
9. Assist end users with routine IT tasks providing clear and easy to understand instructions.
10. Develop tools such as how-to documents and short training sessions/vi...