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Job Summary
To extend 1st level technical support to all internal stakeholders as well as customers facing problems related to hardware, software, and networking. Troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analysing and providing solutions Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues. Qualifications Diploma in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering A+ certificate would be an added advantage N+ certificate would be advantageous Knowledge and Skills Minimum of 3- 5 years†experience in service desk, networking and systems administration environment Proven experience as a help desk technician or other customer service role Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in English   IT Service Desk Technician is the first level point of contact for customers to obtain technical support. To install, assess, troubleshoot, maintain, and upgrade computers, all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally. Perform remote troubleshooting through diagnostic techniques and pertinent questions Receive and record tickets raised by users through emails, telephones, or in-person, as the single point-of-contact for any organization. Create appropriate support documentation on resolution of logs in a bid to help all users quickly by troubleshooting the problems. Determine the best solution, research if required, based on the issue and details provided by customers Recognise when process is deviating from acceptable standards and implement routine solutions to return to the required procedures and standards Walk the customer through the problem-solving process Provide 1st level support on Audio Visual queries and escalate to Service Desk Technician II  or AV Technician if unable to find resolution. Consistently demonstrate a positive and professional attitude and collaborate with peer groups to obtain cooperation. Direct unresolved issues to the next level of support – IT Service Desk Technician II Provide accurate information on IT products, services, and assets.  Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and recommend possible improvements on procedures. Relay feedback or recommendations by customers to the appropriate internal team Identify and suggest possible improvements on procedures Direct unresolved issues to the next level of support TECHNICAL COMPETENCIES Strong Technical ability Customer Insight and Focus Analytical Diagnostic Skills Solution Generation / Problem Solving Listening and Communication Skills Stakeholder Management Self-motivated and self-driven Adaptability Agility BEHAVIOURAL COMPETENCIES Negotiation Influencing Planning Organizing Focused Communication skills
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