Job Description :
Description Image using WDS (WDS Images) Technical support of desktop/laptop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT is required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc. Duties include (but not limited too) Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, PDAs, iPad / iPhone, and LAN cable drops Troubleshooting and resolving software issues; reimaging computers/hard drives IMACD functions including installation and decommission for isolated one-off tasks Backing up and restoring settings and associated systems administration activities Taking ownership of issues assigned to the team's queue through to resolution Categorize and prioritize end user support Requests and Incidents by utilizing ServiceNow ticketing systems to track tickets and provide up-to-date status and Information Responsible for the move equipment at the in-scope sites that have an associated ticket raised against it Performing asset inventory activities as needed (providing there is an associated ticket raised per activity, or an agreement has been made to perform the function as part of a dedicated project) Recommends and I or performs upgrades on systems to ensure longevity Interface with multiple levels of end users, management, VIPs and local technical staff. Roles and Responsibilities of Tech. Guru Typical Desk Side Support (DSS) tasks as identified Direct Face-to-Face customer support. Performs analysis and support of functional or corporate deployed Service(s) using fundamental problem solving techniques and root cause analysis concepts. Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues. Provides End-User support across all End-User services. Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all Digital Worker provided services. Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support. Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services. Partners, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified. Identifies potential escalations and proactively alerts management as needed. Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity. Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk. Ensures configuration and inventory management database entries are complete and accurate. Performs work assigned by others. Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines. Help improve end user's productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities. Develop and maintain, accurate support documentation Perform SCRP process and ACR/ICR updates A work rotation is established that ensures that coverage is provided for the full opening hours of the lounge (7am through 7pm and weekends as required) Desired Experience: At least 3 years of experience in the field or in a related area required Exceptional customer service skills Strong written and verbal communication skills Must be detail oriented and self-motivating Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels Background security check required Strong Microsoft Office skills (Outlook, Word, and Excel) Strong Microsoft Operating System installation and troubleshooting skills Strong Break I Fix skills for Desktops, Workstations, Notebooks, Printers, and mobility devices Broad experience of IT with basic understanding of Networks, Servers and Telecoms Experience including remote control of PCs and video conferencing knowledge