IT Service Desk Technician

at  IDC

JOB DESCRIPTION

• 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.
  Qualification and Experience

QUALIFICATIONS

• BSc/BA 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

Roles and Responsibilities

• 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

Job Requirements

• 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 suppor