Responsibilities
Provide friendly, professional and timely support for common hardware, software, application, peripheral and connectivity issues.
Take ownership of incidents and service requests through to resolution where possible, maintaining clear user communication and escalating appropriately when specialist or more senior support is required.
Follow established support processes, security requirements and service management practices while using good judgement and initiative.
Support colleagues with differing levels of technical knowledge, translating technical information into clear and practical guidance.
Support and troubleshoot Windows endpoints and common Microsoft 365 workplace applications.
Provide basic support for macOS and Apple hardware, resolving common issues and developing further Mac capability through experience and learning.
Support laptops, desktops, mobile devices, docks, monitors, headsets, meeting-room technology and other standard workplace equipment.
Assist with common access, identity, remote-working and network-connectivity issues, escalating where appropriate.
Requirements
Good working knowledge of Windows endpoints and troubleshooting common hardware and software issues.
Basic familiarity with macOS and Apple hardware, with the ability and willingness to develop further Mac support skills.
Good general understanding of laptops, desktops, peripherals, applications and common connectivity issues.
A strong customer-service mindset and clear written and verbal communication.
Structured problem-solving skills, curiosity and a willingness to learn.
Ability to organise work, take responsibility for agreed actions and ask for support when required.
Strong teamwork and willingness to share knowledge across TechSquad and partner teams.
Comfort using modern productivity tools, including approved basic automation and AI-assisted capabilities.
Work in a Way That Works for You
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working Pattern
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
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- We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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