Diagnose and resolve software and hardware incidents, including operating system and a wide range of software applications. 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. Accurately record, update and document requests using the IT service desk system. Install and configure new IT equipment. Install and troubleshoot and repair both software,hardware and peripherals. Maintain a first class level of customer service ensuring that all services (SLA's) are delivered to meet the customers' expectations. Maintain excellent written and verbal communication skills. Motivated team player with skills and ability to manage changing priorities. Create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests. Exhibit a flexible approach to providing coverage as needed on or after hours. Have an in depth understanding of IT policies and procedures.
Strong customer service skills Excellent interpersonal, written and oral communication skills Advanced troubleshooting skills
Bachelor’s degree plus 5 or more years of experience in support of a Fleet of 500 + Desktops. Systems Administration experience a plus.