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Job Description
- To provide technical support; answering support queries via phone or email
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- To take ownership of user problems and be proactive when dealing with user issues
- To log all calls on the call logging system and maintain full documentation
- Respond to enquiries from clients and help them resolve any hardware or software problems
- Maintain a log of any software or hardware problems detected
- Support users in the use of Computer equipment by providing necessary advice
- To allocate more complex service issues to the relevant IT Support member
Job Requirements
- Very good in English, speaking and writing
- Relevant 1st line / Helpdesk support experience
- Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (XP / Vista / Windows 7 and Windows 10)
- Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
- Knowledge of Office 365 administration for business and enterprise subscriptions.
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
- Basic understanding of PC hardware set-up and configuration
- Excellent telephone manner and communication skills
- MCP certification would be beneficial, but is not essential
- Shift base, able to work at night shift
Education:
- Bachelor’s degree in computer engineering/computer science or equivalent, or 4 years of experience in the same field
Experience:
- At least 4 years of experience in information technology support
