Responsibilities
- To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and 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 communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
- To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes
- To work within the relevant legislation, policies and procedures
- To participate in the Annual Performance Development Review Process
- To be a highly motivated team player with the skills and ability to manage changing priorities
Requirements
- 1 year of experience in a corporate IT environment
- Experience of the Microsoft System Center Configuration Manager and Encryption Software (e.g. Truecrypt, Bitlocker)
- Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
- Previous experience of working in an IT support role
- Excellent IT skills and computer literacy
- University of technology
- Fluent English
- Excellent organisational skills
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
- Ability to demonstrate practical troubleshooting and problem analysis techniques
- Good attention to detail and ability to show initiative
- Ability to plan and prioritise work load without supervision
- Excellent knowledge of Customer Service best practice
- Willing to work flexibly and with enthusiasm
