it service desk technician

As a member of the Workplace support Services team the candidate will be part of the Single Point of Contact (SPOC) for all the offered IT services to Customers.

Duties & responsibilities

• Incident management (in 24x7 shifts)

• Record, prioritize and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible

• Assign unresolved Incidents to appropriate Tier 2 Support Group

• Monitor SLA’s

• Keep users informed about their Incidents ’ status at agreed intervals

• Provide 1st level support to end users (via application consoles and Remote Assistance) related to computer systems, software, hardware and Mobile devices.

• User management through tools like Active Directory

• Resolve network issues (LAN, WAN, VPN)

• Resolve software issues (install drivers, software settings, printers etc)

• Provide end user guidance on programs and applications (How to)

• Organize calls between involved teams

Required Skills

• Bachelor’s degree (or equivalent) in Computer Science or a related field

• Experience of Microsoft Active Directory, Microsoft Exchange Server Management, Microsoft Windows – Servers, Mac OS

• Experience using the Microsoft Office 365 Suite (e.g., MS WORD, EXCEL, PowerPoint, Outlook, Teams, Sharepoint)

• Good understanding of computer systems, mobile devices and other tech products

• Proven ability to collect, examine, and analyze data from a variety of sources and offer solutions

• Excellent interpersonal skills, including working with staff to explain and resolve difficult technical situations

• Excellent oral and written communication skills, including high proficiency in the English language

• Ability to work under pressure and recognize the importance of teamwork in the support environment​

• Ability to learn quickly

Preferred Skills

• ITIL qualification (preferable but not essential)

• 2 years previous IT Service Desk

• Ability to manage complex projects and resolve complex issues

• Ability to take initiatives

• Experience with reporting tools