IT Helpdesk Support Technician

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