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Job Description
- Read or listen to client problems and collect necessary information to identify and solve technical issues.
- Remotely or in person conduct set-up, administration, configuration, or troubleshooting of problems.
- Monitor and follow policies on backups, network, and storage capacity, and change management.
- Use ticket tracking to document problems and their solutions, and analyze that data to improve performance and training.
- Maintains database of problems and utilize service desk staff to research and solve problems.
- Analyzes and verify statistical information in the database to ensure proper customer service and performance reporting;
Performs service desk duties, including: - Respond to user questions and inquiries via telephone, email, web and other communication methods
- Service Desk dispatcher
- Provide first-line technical support and solve the basic and more advanced routine user hardware and software problems or questions
- Coordinate timely repair of computer equipment that involves third-party vendor agreements
- Communicate with users – keep them informed of request progress, notify them of impending changes or agreed outages, etc.
- Perform IT administration by collecting documentation from other sub-units and store it in the repository.
Job Requirements
- Bachelor degree in Communication engineering, computer science or related field.
- Minimum of 1-3 years of increasingly responsible experience performing help desk/operation functions.
- Proficiency with Microsoft Windows operating systems (Windows XP, Windows 7, Windows 8 & 10) and server technologies (Windows Server 2003/2008, Active Directory). Experience in Macintosh is an advantage.
- Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (Microsoft Office Suite, Word, Excel, PowerPoint, Access), Internet browser (Internet Explorer, Firefox, Chrome, Safari), websites and email systems (Microsoft Outlook).
- Advanced knowledge and understanding of networking and personal computer hardware.
- Good knowledge of the English language.
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- CCNA certificate or background.
- MCSE certificate or background.
- MCSA certificate or background.