Job Description :
Main Duties and Responsibilities:
Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
Assist all our users with any logged IT related incident when called upon.
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.
Accurately record, update and document requests using the IT service desk system.
Install and configure new IT equipment. Resolve incidents and upgrade different types of software and hardware.
Resolve incidents with printers, copiers and scanners.
Maintain a first class 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.
Be a highly motivated team player with the skills and ability to manage changing priorities.
Create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
Undertaking other duties not specifically stated which from time to time are necessary.
Experience/Knowledge
3+ years of experience working in an IT support role.
Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office.
Previous Experience within a customer service role.
Skills/Personal Requirements
Excellent organizational skills.
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Good attention to detail and ability to show initiative.
Ability to plan and prioritize work load without supervision.
Ability to prioritize, manage and perform under pressure to meet SLA’s.
Excellent knowledge of Customer Service best practice.
Willing to work flexibly and with enthusiasm.