IT Desktop Support
Job Title: IT Desktop Support
Purpose: The IT Helpdesk Technician will provide 1st Line IT support to local operations staff and clients. They are responsible for ensuring the delivery of IT systems availability and functionality. Using set guidelines they will be responsible for logging all support request details and allocating categorization and prioritisation codes. Providing first-line investigation and diagnosis and resolve tickets where possible. Where a resolution is not possible within agreed fix or SLA they will be responsible for escalating the ticket to the appropriate support team whilst maintaining communication to the end user throughout.
As part of a wider IT team they will report to the IT Helpdesk manager and liaise regularly with senior technicians as well as the clients IT department.
The right candidate will have some experience in IT or an IT Support environment, they will have great communication and customer skills. They need to be flexible and committed to delivering an excellent IT support Service.
Primary Accountabilities and Deliverables:
Accurately logging, dispatching and actioning helpdesk tickets using a customised helpdesk package
Accurately logging tickets with clients IT Department and liaising with them to ensure tickets are completed within SLA.
Deploying and configuring computer hardware and applications
Troubleshoot, monitor and maintain systems, printers and networks
User account creation and management
Maintaining licence and asset information
Qualifications and Experience
Relevant experience in a similar role (1 Year)
Good working knowledge of Microsoft PC and server operating systems, active directory and system centre
Highly organised and able to prioritise workload to meet deadlines
Ability to multitask and use initiative to problem solve
Excellent communication skills both written and oral
Formal IT or vendor certified qualification ie HND, Microsoft, Cisco etc
Meeting SLA's on ticket resolution time
Scoring of tickets logged on the IT Ticket logging tool
Scoring of phone calls
Ability to follow procedure and maintain related documentation
Ability to accurately extract relevant information from a customer
Ability to troubleshoot for correct diagnosis of an issue to allow correct fix to be applied
Accuracy of information provided to customers
Role Specific Behaviours:
Reporting to the Helpdesk Manager
Communicating with the wider IT teams
Liaising with clients IT department
Interfacing with Clients during site visits and audits
Communicating with operations staff