Problem solving using technical expertise
PC hardware builds
PC repair and fault diagnosis
Network patching of PCs and phones
Printer support, both network and local
Network Attached Storage and Initiating backups job and monitoring
Manage and monitor operational activities such as OLAs, SLAs, incoming call volumes, service queues, time spent on calls
Escalate, coordinate and manage communication for major and high impacting incidents
Own and be responsible for the management of incidents and requests within the Service
Desk toolset from first customer contact to closure.
Ensure timely and effective resolution of all customer incidents and requests.
Ensure timely escalation of tasks to 2nd or 3rd line support where appropriate.
Contribute to continuous service improvements, to evolve and deliver improved services to the customer.
Undertake systems management tasks including but not limited to: Active Directory, DHCP, DNS, WINS, Networks (LANs and WANs), Anti-virus, Microsoft Exchange and iPhone/ WindowsPhone/ Mobile Device support
Bachelor or Masters in Science or Engineering Degree with a good track record.
Excellent verbal and written communication skills in English.
Experience resolving incidents using remote support tools
Experience of Microsoft Windows 7 and Windows 8 fault resolution
Experience troubleshooting Microsoft Office 2010 suite
Experience troubleshooting Virtualisation tools, Citrix, VMWare, Hyper V
Knowledge of ITIL Service Management best practices and ISO standards
Knowledge of basic desktop and laptop computer hardware and peripherals
Working knowledge of active directory, O365, MS exchange and MS Lync.
You`ll need to be a professional and polite communicator both on the phone and in writing
Keen to ask questions, listen and problem solve is vital but it is very important that you care about the accuracy of your work
Exceptional customer service skills.