Job Description:
The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support Technician is to provide first and second line support for all staff. The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and remotely.
Main Duties and Responsibilities:
·To diagnose and resolve software and hardware incidents, including operating systems (Windows) across a range of software applications.
·To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
·To accurately record, update and document requests using the IT service desk system.
·To install and configure new IT equipment.
·To resolve incidents and upgrade different types of software and hardware
·To resolve incidents with printers, copiers and scanners to maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
·Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
Software:
·Microsoft Windows 10, W7 and WXP,
·Microsoft Office Professional Suite from 2007 – 2016
·Adobe Acrobat Standard and Professional ranging from Version 6 to 2017
·ESET Antivirus
·QuickBooks 2015 Pro
·Barracuda Backup systems
Other:
·Windows operating system’s configurations, troubleshooting et al
·Functional knowledge of the entire Office suite, special interest to Access, Excel, Outlook, Word
·Basic networking knowledge and understanding
·Troubleshooting skills which results in viable solutions to issues