Job Description

IT Support Officer

The role

As part of the Service Desk Team, the IT Support Officer will have a focus on providing technical support (Level 1 & 2) and customer service to Saab staff across the organisation.

The role is responsible for the delivery of responsive, high-quality support and maintenance across a wide range of systems and services. The position ensures that incidents and service requests are resolved efficiently while maintaining a strong focus on customer experience, continuous improvement, and knowledge sharing.

In addition, and where appropriate, the Support Officer may participate and work on larger ICT projects

Further, the successful candidate will:

  • Provide 1st & 2nd level support to Saab’s internal staff and where capable, provide 3rd level support to Saab’s internal staff for hardware, software, networking, and application related issues via phone, email, remote, and in-person.
  • Triage, troubleshoot and resolve incidents and service requests in the ITSM system, ensuring accurate documentation whilst ensuring prompt professional service.
  • Escalate complex or high-impact issues to Level 3
  • Undertake day-to-day administrative duties, such as:Account managementFile & Print Services ManagementClient setup, configuration and supportInstallation, configuration and support of corporate and enterprise-wide support tools, systems, applications and technologiesAsset ManagementAudio Visual Management
  • Work, communicate and cross-skill with other members of the Service Desk team, and where appropriate with the greater ICT group
  • Report to ICT Management on key issues and task outcomes
  • Actively participate in regular operational meetings as team and business needs dictate
  • Some domestic travel may be required,

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