Role Summary
Working as part of the Global Service Desk Team this role will have specific responsibility for the effective management and improvement of the Incident Management, Service Request Processes, enchantments & documenting the new or existing SOP to provide faster & better IT support to all Sophos Department.
What you will bring
Provide IT Support to Sophos employees by triaging the Incident, Request, and call
Support PC hardware components, desktop operating system software, and application software.
Perform standard Image Deployment process
Perform repairs to equipment and arrange for other servicing needs.
Communicating with vendor for warranty claims.
Perform asset checks and maintain accurate inventory records
Contribute to technical documentation and knowledge base updates
Provide regular updates and reports on daily activities to the line manager
Support additional tasks and requests as assigned by the manager
Deliver a high standard of customer service and user experience
Use Copilot and AI tools to improve support efficiency, documentation, and troubleshooting
What you will bring
2-3 years of experience in IT or service desk roles
Knowledge on different Operating System (Win10, MacOS, Linux)
Knowledge on Azure, O365, Active Directory, JAMF
Must be available and willing to commit to the working hours and responsibilities associated with the role
Must be a graduate level degree and above in a Information Technology field
Understanding of Operating system, computer hardware, networking equipment and print services.
Ability to prioritize tasks and efficiently manage time.
Good oral and written communications skills
Ability to respond effectively to inquiries or complaints
Ability to develop, maintain, and promote strong internal and external relationships
Strong problem solving and analytical skills
Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)
Basic knowledge of AI tools such as Microsoft Copilot and their use in IT support environments
Hands-on experience using AI tools for tasks like ticket summarisation, troubleshooting, and documentation (good to have)
Willingness to learn and adopt AI-driven tools and automation in daily support activities
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