Desktop Support Specialist (IT)

IT Support Analyst is accountable for the development and support (first level) of organization’s IT Service Desk Solutions.
Responsibilities

- First line of IT support for all team members via phone calls, emails, service desk requests, in person and remotely within an Information Technology Infrastructure Library (ITIL) framework.

- Onboarding and offboarding team members and ensuring customer queries are captured, validated, and triaged within the ticketing system.

- Troubleshooting common or basic technical issues, such as account and access related issues.

- Maintaining knowledge base with common problems which can be accessed by customers.

- Escalating cases to 2nd level support – Senior Support Specialist, Desktop Support Specialist and Infrastructure Team, where required.

- Taking ownership of tickets including tracking, monitoring, following up, prioritising, and escalating incidents and coordinating with appropriate resources to resolve issues in a timely manner.

- Actively reviewing and resolving helpdesk requests raised by the business, with a focus on root cause resolution.

- Developing and maintaining key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations.

- Supporting the Service Delivery and Infrastructure Team to achieve high service uptime, by providing system information and updates regarding system performance and outages.

- Supporting the Service Delivery and Infrastructure Team by managing the hardware asset registers to ensure manageable stock levels.

- Role modelling organization's values (Accountability, Care, Team)

Skills

- Highly developed written and oral communication skills, particularly in discussing technical matters with non-technical people.

- Good prioritisation and time management skills.

- Ability to work creatively and analytically to solve problems

- Knowledge in supporting PC, software, in a Windows environment.

Experience

- Experience in a customer service environment.

- Experience working within a team, in a fast pacedand constantly changing environment.

- Managing and effectively dealing with service requests and prioritising workload. I have these qualifications

- Degree or Diploma in Information Technology, or related area desirable

Originally posted on Himalayas