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Job Description
Key Responsibilities & Accountabilities:
- Create and monitor a system of controls, procedures, and forms for the recordation of IT hardware assets.
- Conduct periodic physical counts of IT hardware assets.
- Conduct analyses related to IT hardware assets as requested by management.
- Ensure hardware assets database is maintained and kept up to date.
- Following up with vendors regarding hardware maintenance when needed.
- Provide effective 1st level IT support to users.
- Assist in the day-to-day operation and performance of the Service Desk.
- Record incidents and resolutions using the Service Desk software.
- Monitor Service Desk records, analyze reports and take preventative action to ensure service levels are met across the IT operational group.
- Monitoring and reporting on hardware, software and network resources to ensure a high level of performance, security and integrity.
- Monitor all 'High' and 'Major' priority Service Desk issues to ensure prompt resolution.
- Ongoing support to internal users by phone, email or in front office.
- Providing solutions to problems with regards to IT applications.
- Provide IT support for audio/video conference.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
Job Requirements
- Bachelor's degree Information Technology/Computer science
- Proven experience as a help desk technician or other customer support role
- Excellent communication skills
- Problem-solving skills.
- Excellent ability to multi-task, must have high-level attention to detail and accuracy.
