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