Senior It Desktop Specialist

Help Desk & IT Support (Information & Communication Technology)
Provide Level 2 in-depth IT end user technical support and advice to staff including VIP executives and students on the usage of desktop and AV equipment.
Escalate to Level 3 support as required.
Provide technical guidance for staff in resolving incidents with hardware, software, and devices.
Keep customers regularly updated on the progress of their incident or request in ServiceNow and escalate matters as required.
Follow all ITDS processes and procedures for work performed ensuring compliance.
Provide technical support necessary to ensure that a high standard of customer service is delivered.
Maintain a professional demeanor and calm outlook when dealing with other members of the community.
Provide operational support and maintenance for desktop and AV equipment.
Provide training, advice, and support in the use of AV Conference facilities to stakeholders.
Identify regularly occurring problems and implement permanent solutions.
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