IT Help Desk Specialist
Job Details
Skills And Tools:
Job Description
▪ Maintain helpdesk support and resolve problems to the end user’s satisfaction.
▪ Check and respond quickly and effectively to requests received through the IT helpdesk.
▪ Check service desk for tickets assigned to the queue and process first-in first-out based on priority.
▪ Check configurations, utilities, software default settings, etc. for the local workstation.
▪ Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
▪ Install, test and configure new workstations, peripheral equipment and software.
▪ Review inventory of all equipment, software and software licenses.
▪ Follow up issues for escalation and check as appropriate.
▪ Coordinate PC setup and deployment for new employees using standard hardware, images and software.
▪ Assign users and computers to proper groups in active directory.
▪ Carry out timely workstation hardware and software upgrades as required.
▪ Perform other job-related duties as assigned.Main KPI Key Performance indicators:
- Core Competencies
- Financial Management
- Customer Excellence
- Process Management
- Growth & Development
- Functional Competencies
- Job Knowledge
- Monitoring, Reporting and Trend Thinking
- Technology and Cyber Security
- Leadership Competencies
- Accountability & Focusing on Business Results
- Emotional Intelligence
- Integrity & Professional Behavior
Job Requirements
- Good knowledge on MCSA or MCITP.
- Very good command of English.
- ITIL information is an asset.
- Working knowledge of help desk software, databases and remote control
- Strong client-facing and communication skills
- Troubleshooting and multi-tasking skills
- Customer service orientation
- Problem-solving skills
- Team work player.
