* Diagnose and resolve software and hardware related incidents, including
operating systems (Windows and Mac) and across a range of software
applications.
* Robust knowledge of IT standard processes and business 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
when necessary.
* Provide technical guidance to their peers in areas they have achieved
mastery, to maintain a consistent experience for the end users.
* Maintain excellent verbal communication skills with the ability to
communicate effectively with technical/non-technical colleagues at all levels
in the organization.
* Create, publish, and maintain relevant support documentation to assist all
staff in the quick resolution of their incidents/service requests and enable
users to become more self- sufficient.
* Assist all users with any logged IT related incident when called upon.
* Accurately record,
update and document requests using the IT service desk
system
* Escalate incidents and requests to other support teams as necessary.
* Exhibit a flexible approach to working on a rotational basis and provide
necessary cover where needed.
* Suggest ideas, take lead on projects, and provide technical solutions to new
issues.
* Working knowledge of Microsoft Windows and Mac client operating systems
* Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN
* Knowledge of printers, scanners, and copiers
* Knowledge of networking systems
* General hardware and software troubleshooting skills
* Bachelor’s degree in computer science or related field
This is a summary of the primary accountabilities and requirements for this
position. The company reserves the right to modify or amend accountabilities and
requirements at any time at its sole discretion based on business needs. Any
part of this job description is subject to poss