Michael Page
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Ticket support:
- Ensure customer issues are directed in the first instance to the Service Desk and ServiceNow tickets raised for all activities.
- Monitor ServiceNow incident queues, ensuring timely resolution of Incidents within SLA.
- Escalation point of contact on the ground
- Actioning requests from IT Service Desk
- Raising tickets on behalf of employees if can't fix
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Onboarding/Offboarding:
- Onboarding - provisioning of new laptops, build, peripherals
- Offboarding - organising laptop and peripheral collection
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IT Asset Management:
- Managing mobile devices, headsets & peripheral, ordering stock; product life cycle of the asset (from the moment of purchase)
- Ensuring all processes are followed for the recording and tracking of hardware assets
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Client support:
- Client Support in an office environment (any ad hoc requests from the clients onsite)
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Major incident support:
- Major incident management as the extension of the central function
- Floor walking, investigating and line of communication




- Gathering feedback and helping facilitating that in the office
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End user device management:
- User hardware defect support (laptop/mobiles)
- User hardware peripheral support
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Employee offsite support:
- Internal conference/events support (non-client facing)
- Offsite Partner/Exec support on special occasions (subject to IT Support Lead or Regional IT Support Manager approval)
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AV Support (non-UK):
- Technical assistance, preventive maintenance, upgrades and updates
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Building Infrastructure (Core):
- Maintenance of any equipment related to network
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Special Projects (subject to IT Support Lead or Regional IT Support Manager approval)
- Assist with scheduling IT support for projects requiring on-site assistance
- Change agent - acting as an advocate of changes within IT onsite
- E.g. Local office reorganisation support
Skills:
- Ability to communicate effectively at all levels with both the business and other IT departments
- Exceptional custom

📌 Help Desk (Italia)
🏢 Michael Page
📍 Italia