Careers

Desktop Support Technician

Purpose:

We are looking for a highly motivated Desktop Support Technician ready to make an immediate impact to our organisation.  The successful candidate will be responsible for providing 1st and 2nd line IT support to all our customers, ensuring the highest levels of customer service are maintained.

Working to ITIL principles, the successful candidate with ensure that all IT policies and procedures are maintained whilst proactively reviewing and evaluating emerging trends from a client perspective, to maintain the current and future business needs.

Experience, Qualifications & Training:

• 3-5 years previous customer facing support role, ideally technology related.
• Imaging and build skills, for both Laptops and Mobile Phones.
• Customer focussed with excellent interpersonal skills.
• Excellent communication and people skills to engage confidently with a wide range of customers from all different areas within the organisation.
• Great problem solving and methodical approach to diagnose issues promptly.
• Hands on, flexible and pro-active approach with willingness to learn.
• Team player who enjoys sharing knowledge with colleagues and approaches their work with enthusiasm.
• Highly organised with excellent time management skills and ability to work without supervision – able to use own initiative.
• Good working knowledge of MS Windows – Ideally workplace specific.
• Understanding of Windows Server, MS Exchange and AD (Users and Computers)
• Good working knowledge and support of wireless technologies.
• Experience of mobile device and application management across Microsoft, Apple and Android platforms.
• ITIL Foundation Certified (Desirable)
• Airwatch Mobile Device Management (Desirable)
• Full driving license and access to own transport.

Principle accountabilities:

• Maintain an accurate and up to date record of all issues encountered, the corrective steps undertaken, and any resolutions found during the investigation.
• Perform diagnostic tests and troubleshooting to identify customer issues.
• Completing builds of Laptops, mobile phones and iPads especially around the decommissioning and reprovision of newer devices at expiry.
• Undertaking repairs on all equipment.
• Processing leavers on our systems, including unassigning equipment and preparing hardware for the next potential user.
• Triaging old and new issues within the proper channels to give a more efficient service.
• Take ownership of customer issues and ensure they are carried through to completion.
• Maintain the customer services levels as offered in the enterprise Service Level Agreement (SLA) – In line with business priority.
• Understand the functional requirements of customers to ensure the most appropriate solution is identified, evaluated, tested and implemented – speedily but accurately.
• Procure, Install, Configure, Distribute and Maintain customer hardware, operating systems and applications.
• To maintain the asset database ensuring costs are controlled, items are fully accounted for and available to honour departmental deliverables.
• To be proactive and observant with any potential security risks if identified and feedback to the Service Desk Manager.
• Talking to customers over the phone or via chat / email to capture, record and resolve technical problems experienced.
• Attend educational programs, workshops and seminars to stay up to date with developments in the IT industry.
• To be able to have flexibility with varying day-shift patterns.
• To manage and contribute to strategic projects as identified by the Service Desk Manager.