Provide local and remote Hardware / Software desk support:
 

• Respond to support requests via phone, email, chat, or in person;
• Assist users with hardware and software issues;
• Troubleshoot problems with computers, peripherals (e.g.: printers), mobile devices, and other technology products;
• Perform routine maintenance on IT systems to ensure they are functioning optimally;
• Install and update software applications;
• Replace or upgrade hardware components;
   

Manage a team of Junior IT Desk Service Coordinators:
 

• Task assignment and scheduling;
• Monitor service desk performance and make recommendations based on trends;
• Handle higher-level escalations and solve complex problems that junior staff cannot;
   

• Manage network accounts and security group permissions
• Conduct regular security audits and take steps to remediate vulnerabilities
• Monitor network performance, ensure network security, resolve problems related to local area networks (LAN) and wide area networks (WAN)
• Train new staff and provide ongoing training and development for current staff – both IT and wider Ford team
• Administer the Dealer Portal and act as 2nd level support for HUN / EDM dealer end users
• Manage accurate inventory of IT assets, maintain corporate PC (Dell) and mobile (Apple) fleet
• Play a role in strategic planning, including developing and improving service desk processes
• Manage relationships with vendors and suppliers