Posted on Apr 22, 2021 by EXCIS COMPLIANCE LTD
The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.
Responsibilities: Provide high level of customer service, Provide phone and deskside support to end users across the site, Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary, Take ownership of issue/request through resolution or escalation, Analyze hardware and software problems, perform troubleshooting per approved procedures, identify alternative solutions and take appropriate corrective action, Perform hardware and software setup, configuration, and testing per current standards and approved procedures, Help create and maintain system support documentation
Additional Responsibilities: Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool Ensure that work is carried out within agreed Service Levels. (SLA's) Client on-boarding, transfers, and off-boarding efforts, Maintain high level of accuracy of AMDB Availability during weekend and after hours as per rotational roster Finish Projects (asset refresh etc) in a timely manner Work on IMACDs and off hours move requests, Work with the team lead to make the team lead successful and be a great team player, Help users facing issues with Mobile Devices, Show urgency in helping C - suite users and provide exceptional service
ESSENTIAL SKILLS: Behavioural - This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
Technical - A+ certification required, 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products, Strong interpersonal skills and thoughtful and effective communicator, Excellent analytical and problem-solving skills, Excellent time management and organization skills, Strong written and oral communication skills, Strong experience and understanding of Office/O365, Experienced in working with Service-Now platform preferred but not necessary, Working knowledge/experience with PC Imaging Tools. Working knowledge/experience with diagnosis and remote control tools. Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms. Proven analytical, troubleshooting and problem- solving skills. Proven ability to multi-task, effectively determine priorities and meet SLA's. Excellent communication relationship-building and internal customer service skills. Adaptable and flexible in a fast-changing industry and work environment. Willing to work off-hours and weekends when required for projects or emergency support.