Leo Poly

Develops and implements systems and procedures to guide work and track progress
• Identifies more and less critical activities and operates accordingly, reviewing and adjusting as required
• Identifies processes, tasks and resources required to achieve a goal
• Recognises barriers and finds effective ways to deal with them
• Analyses issues from different perspectives and draws sound inferences from information available
• Identifies and proposes workable solutions to problems
• Investigates and probes for the facts
• Liaises with stakeholders
• Seeks all relevant information for problem-solving
• Contemporary knowledge of information management technologies and their application within a business context.
• Microsoft T-SQL to provide data and reporting requests
• Advanced use of Microsoft Office especially Excel and Access
• Working with Agile methodology

• Install and configure hardware and software
• Respond to tickets in accordance with SLA guidelines
• Hardware refresh project
• Incident management and escalation
• Record, track, and document the Service Desk request problem solving process including actions taken through to
• The final resolution
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Provide onsite and remote support to end users

• Provide an excellent level of customer service support to staff within CoM and external parties using CoM systems
• In relation to IT systems
• Support the provision of extended IT Service Desk hours as rostered
• Provide after hours phone support if required as negotiated
• Keep customers informed on status and progress of incidents
• Communicate to customers and fellow staff in a professional, friendly manner
• Write communications to CoM regarding IT system changes/outages
• Provide and develop training services to staff in the CoM and subsidiaries
• This includes ensuring training facilities are in a state of readiness and access to external training providers is
• Available
• Resolve technical issues with computing and/or telephony equipment on behalf of the customer in a timely manner
• In line with agreed service targets and standards
• Follow call logging procedures in the Service Desk system
• Respond to, record, and appropriately assign customer requests to staff within the BIS branch
• Receive and track bookings of training rooms and loan equipment
• Support the daily activities and the longer term goals of the Service Desk team
• Provide management reports on activity of the Service Desk