The duties of the position are:

1. As the first point of contact, answer and respond to ICT Service desk support calls, or walk-up enquiries, logging requests and resolving moderately complex issues and make decisions on when more complex matters are escalated for resolution.

2. Contribute to the completion of the ICT Service Desk workload, including resolution of incidents and requests, ensuring progression and maintaining set priorities, keeping customers and team members informed and up-to-date, and where applicable informing relevant ICT managers of issues, or potential problems and proposed solutions.

3. Ensure Service Level Agreements associated with assigned tasks are met, if timings cannot be met, manage the escalation of the issue to management and updating our clients.

4. Provide a standard range of core ICT customer focused first level support services, which include, but are not limited to:
a. Account Management/password resets
b. IP Telephony and mobile phones
c. Certificate/policy management
d. Audio visual /conferencing
e. Outlook and MS Office support, including office 365
f. Imaging and issuing ICT assets (laptops, mobile phones)

5. Positively contribute to organisational change, effective communication, and continuous improvement at AFMA.

6. Work collaboratively as part of a high performing team/organisation, establishing and maintaining effective partnerships with key internal and/or external stakeholders to deliver high quality business outcomes.

7. Some processing of ICT invoices payments may also be required.