Typical day in IDA:
Provide desk side services and remote support to all End Point users
Using Microsoft System Centre Configuration Manager (SCCM) to manage patching of physical estate.
Investigate and resolve hardware and software issues raised for Endpoint devices; escalate to peer teams and/or management where necessary. This includes:
PC / Laptop
Microsoft Office (up to and including 2010)
Install PC hardware; mobile telephony; peripherals and software as requested
Endpoint network patching and support
Ensure that any new processes or fixes are documented; cascaded to desktop peers; and stored in the team knowledgebase.
Receive and prioritise all incidents/tasks; and ensure they are resolved within agreed SLAs. Failing this; escalate appropriately.
Monitor team call queues (Incident & Request); triage; and assign. Redirect any misassignments to the correct resolver group.
Meeting room support
Relaxed and enjoyable environment, subsidized canteen