IT Support Executive

The resource(s) would be responding to requests coming into our service desk or to tasks assigned to them in the same service desk by the service desk supervisor. 

Location:

Requirement:

Years of Experience:

Key Responsibilities:

1. Provides technical assistance for users of client's application software by responding to inquiries regarding errors, problems, or requests
2. Identifies, researches, and resolves technical problems
3. Uses the IT Service Management system to review and respond to requests for support
4. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources or vendors
5. Relies on instructions and pre-established guidelines to perform the functions of the job
6. Interacts with end users to understand issues from a business perspective
7. Works with end users to reproduce reported issues in test environments and reports those issues to the development team or application vendor
8. Performs maintenance of existing custom software, including end-user support
9. Monitors performance of applications after implementation
10. Able to communicate status and issues to supervisor

Service desk trouble shooting and support services:

1. Password resets.
2. Add/Remove O365 licenses.
3. Fix broken mapped network drives.
4. Add/remove PC user (Local/Domain).
5. Operating systems.
6. Add printers (Local and Networked)
7. Install client-side software.
8. Troubleshoot client-side network connection
9. Office 365 troubleshooting
10. Setup email on mobile devices.
11. Adding, updating, and maintaining client run book service information as needed.

Answer incoming Service Desk emails:

1. Create tickets and collect basic client information
2. Company information
3. User
4. Issue
5. Who's affected