Key responsibilities & Accountabilities:* Serve as the first point of contact for users seeking technical assistance at the Tech Bar. * Diagnose and resolve hardware and software issues on various devices, including laptops, desktops, and mobile devices. * O365 license administration * Tracking purchased licenses installed software.* Maintain central license inventory* Provide support for operating systems, applications, and network-related problems. * Assist users with setting up and configuring IT equipment. * Log and manage incidents and service requests using the IT service management system. * Escalate complex issues to 2nd Line Support or relevant teams as necessary. * Maintain a high level of customer service and ensure timely resolution of user issues. * Educate users on best practices and provide guidance on IT-related queries. * Run daily checks on meeting rooms, making sure all AV technologies are working and report any issues. * Support VIP meetings and all company events, making sure AV and meetings rooms are ready. * Keep up-to-date with the latest technology trends and updates. * Participate in team meetings and contribute to continuous improvement initiatives. Working closely with our supervisory team to ensure the service levels meet and exceed business requirements. * Work as part of a technology team and successfully manage your own tasks according to the larger needs of the business. * Internal and external stakeholder management, ensuring any issues are resolved within a timely manner. * Create knowledge articles and processes to support the business * Run new customer inductions bi-weekly and keep the induction slides up to date. * Creation and decommission of customer accounts (JML) * Clear and timely communication. Skills & Ability* Proven experience in a customer-facing IT support role. * Strong knowledge of Windows and macOS operating systems. * Proven experience in SQL* Familiarity with common software applications and troubleshooting techniques. * Basic understanding of networking principles and IT infrastructure. * Excellent problem-solving and communication skills. * Ability to work independently and as part of a team. * Strong organizational skills and attention to detail. * Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus. Desirable * Insurance industry experience. * Understanding of automation technologies.
Qualifications
Proven experience in a customer-facing IT support role.
Strong knowledge of Windows and macOS operating systems.
Familiarity with common software applications and troubleshooting processes.
Basic understanding of networking and IT infrastructure.
Excellent problem-solving and communication skills.
Ability to work both independently and collaboratively within a team.
Strong organizational skills and attention to detail.
Relevant IT certifications (e.g., CompTIA A+, ITIL) are an advantage.
Experience in the insurance industry.
Understanding of automation technologies.
Preferably educated to degree level.
Holding relevant certifications (e.g., ITIL, Azure, Microsoft) is advantageous but not essential
