- Evaluate documented resolutions and analyse trends for ways to prevent future problems
- Alert management to emerging trends in incidents
- Support development and implementation of new computer projects and new hardware installations.
- Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations
- Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans
- Assist in software releases and roll-outs and the communication thereof to the end users
- Assist as required in IT Projects
- Field incoming requests to the Service Desk via telephone, self-service portal and e-mail to ensure courteous, timely and effective resolution of end user issues
- Document all pertinent end user identification information
- Build rapport and elicit problem details from service desk customers
- Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician/team
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Escalate problems (when required) to the IT Operations Manager/Senior Management
- Apply diagnostic utilities to aid in troubleshooting
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organisation
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Perform preventative maintenance, including checking and cleaning of servers in accordance with company policies and procedures and change management, working with the Server Administrators.
- Perform daily monitoring of server backups
- Check Service Desk queues and server/network monitoring for alerts and record and escalate as appropriate
- Accurately document instances of hardware failure, repair, installation, and removal
- Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs
- Support development and implementation of new computer projects and new hardware installations
- Test fixes to ensure problem has been adequately resolved
- Perform post-resolution follow ups to help requests
- Develop help sheets and FAQ lists for end users
- Reinforce SLAs to manage end-user expectations
Competencies, Attributes, Knowledge:
- Working knowledge of ITIL Based Service Desk Incident Logging System
- Knowledge of basic computer/telecoms hardware, including Dell/HP laptops/desktops, Dell/HP printers, network/telecoms patching, mobile/smart phones, Macs/IPads
- Experience with desktop operating systems, including 7/8 & above
- Working knowledge of Windows AD administration
- Application support experience with Lotus Notes 5/6.5/8.5, Office 2007/2010, Citrix, Imaging Technologies, VPN client would be advantageous
- Working knowledge of a range of diagnostic utilities, including RDP, Dameware, Teamviewer
- Working with remote offices and homeworkers
- Familiarity with the fundamental principles of ITIL
- Strong documentation skills
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritise and execute tasks in a high-pressure environment, across different time zones/different sites
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment.
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- Fluent English language skills
Desirable: Certifications MCSA/MCSE, ITIL.
