Job Summary
This role involves providing 1st and 2nd line technical support for Windows 10 and 11, Office365, and clinical applications. The successful candidate will have experience with Service Now, Active Directory, and Intune.
Key Responsibilities
* Resolve complex technical issues for laptops, PCs, and mobile devices using accurate and timely troubleshooting and support.
* Deliver on-site technical support at hospital and head office locations, managing escalations and high-priority incidents.
* Manage setup and configuration of new user accounts, laptops, and mobile devices according to CHI processes.
* Conduct thorough offboarding for departing staff, including equipment collection and account deactivation.
* Ensure compliance with data protection and security protocols during onboarding and offboarding processes.
* Administer Active Directory and Microsoft Azure accounts, troubleshoot access issues, and manage permissions.
* Implement and manage policies via Intune to maintain device security and compliance.
* Track, update, and manage IT hardware inventory, ensuring all equipment is accounted for and well-maintained.
Requirements
* Minimum 3 years in Service Desk or IT Support.
* Bachelor's degree in Computer Science, IT, or equivalent experience.
* Proficiency in Office 365, Service Now, Active Directory, Azure, and Intune; healthcare app knowledge is a plus.
* Strong troubleshooting skills for devices and basic network issues.
* Excellent customer service, communication, and documentation skills.
* Experience in onboarding/offboarding, user account management, and IT equipment inventory.
* Familiarity with ITSM frameworks and ITIL processes.
* Self-organized, capable of managing workloads and responding to helpdesk calls promptly.
Skills
* L1-L2 ICT support
* Windows
* 365
* AD
* Service Now
* Intune
* Azure