Job Description :
To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
To assist all our users with any logged IT related incident when called upon.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
To accurately record, update and document requests using the IT service desk system (SNOW
To maintain a good level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
To be a highly motivated team player with the skills and ability to manage changing priorities.
To create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Upholding and testing security, blocking unapproved access.
Chalk out maintenance plan for the prevention of unexpected failures.
Monitoring day to day computer performance.
Update and maintain the computer inventory and equipment.
Maintain and resolve issues on LAN/WAN, VoIP telephone, AV systems connections.
Coordinate with vendors to resolve technical problems with desktop computing equipment and software.
Assist in technical upgrading and maintaining of entire desktop systems.
Support in testing and deployment of new applications and systems