IT Service Desk Technician

SUMMARY:

• To extend 1st level technical support to all internal stakeholders as well as customers facing problems related to hardware, software, and networking.
• Troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analysing and providing solutions
• Develop and deploy solutions ...
  
  

  POSITION INFO:
  

  • To extend 1st level technical support to all internal stakeholders as well as customers facing problems related to hardware, software, and networking.
  • Troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analysing and providing solutions
  • Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.

  Qualifications

  • BSc/BA in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering
  • A+ certificate would be an added advantage
  • N+ certificate would be advantageous

  Knowledge and Skills

  • Minimum of 3- 5 years’ experience in service desk, networking and systems administration environment
  • Proven experience as a help desk technician or other customer service role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
    

   

   

  • IT Service Desk Technician is the first level point of contact for customers to obtain technical support.
  • To install, assess, troubleshoot, maintain, and upgrade computers, all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Receive and record tickets raised by users through emails, telephones, or in-person, as the single point-of-contact for any organization.
  • Create appropriate support documentation on resolution of logs in a bid to help all users quickly by troubleshooting the problems.
  • Determine the best solution, research if required, based on the issue and details provided by customers 
  • Recognise when process is deviating from acceptable standards and implement routine solutions to return to the required procedures and standards
  • Walk the customer through the problem-solving process
  • Provide 1st level support on Audio Visual queries and escalate to Service Desk Technician II  or AV Technician if unable to find resolution.
  • Consistently demonstrate a positive and professional attitude and collaborate with peer groups to obtain cooperation.
  • Direct unresolved issues to the next level of support – IT Service Desk Technician II
  • Provide accurate information on IT products, services, and assets.
  •  Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and recommend possible improvements on procedures.
  • Relay feedback or recommendations by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Direct unresolved issues to the next level of support 

  TECHNICAL COMPETENCIES

  • Strong Technical ability
  • Customer Insight and Focus
  • Analytical Diagnostic Skills
  • Solution Generation / Problem Solving
  • Listening and Communication Skills
  • Stakeholder Management
  • Self-motivated and self-driven
  • Adaptability Agility

  BEHAVIOURAL COMPETENCIES

  • Negotiation Influencing
  • Planning Organizing
  • Focused
  • Communication skills
  
  
  

   

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