• Install and configure computer hardware operating systems and applications.
• Troubleshoot and resolve hardware, connection, printer and software issues reported to the Service Desk.
• Providing technical support over the phone to all IT users.
• Perform remotely troubleshooting through diagnostic techniques and pertinent questions.
• Handling incoming incidents via the phone / e-mail promptly and effectively.
• Diagnosing and resolving a wide range of technical issues over the phone.
• Able to diplomatically manage customer&39;s expectation.
• Provide troubleshooting and configuration support for client desktop and networking environment.
• Ability to prioritize, multi-task, and achieve deadlines.
• Ability to work shifts and weekends - occasional overtime / overnight.
• Ensuring that all call details are captured and entered in the logging software.
• Take ownership of a call and seeing it through to closure.
• Conduct briefings and demonstrations for users to enhance system. productivity.
• Investigating and implementing ways of reducing calls to the Help Desk.
• Answering & responding to all calls & requests within agreed time scales.
• Keeping customers updated as to progress.
• Updating support documentation.
• Replace or repair defective parts and equipment.
• Conduct technology training for new users.
• Provide support to the Technology team.
• Assist in the development of training coursework and materials.
• Maintain and expand knowledge base in area of expertise.
• Attend courses to develop and keep skills and knowledge current.
• Comply with continuing education requirements.
• Increase efficiencies, technical ability and interpersonal skills.
• Outstanding leadership, management and organizational skills.
