IT Service Desk Technician - Malvern

- Provide first and second level support for all issues via phone, email, and the ServiceDesk system - Manage the ServiceDesk ticket queue according to departmental strategies, ensuring timely updates and resolution - Create and maintain user accounts and access across systems such as Active Directory and Microsoft 365 - Contribute to Service Desk documentation, documenting solutions and updating knowledge base articles - Promote self-service resources to assist users in resolving common issues independently - Utilize AI-assisted tools and automation within the Service Desk to improve efficiency - Identify and report recurring issues to senior team members for process improvement - Clearly explain solutions to employees and customers - Administer telephony and collaboration systems - Build, image, and deploy laptops and support user environments - Maintain equipment inventory records and assist with equipment relocation - Coordinate and set up conference room and AV support requests - Provide support to multiple business locations, both remote and onsite - Participate in IT projects and system maintenance activities - Assist with onboarding and administration of enterprise applications - Perform additional duties as assigned