Service Desk Technician

Job Purpose:

Key Result areas:

• Evaluate documented resolutions and analyse trends for ways to prevent future problems
• Alert management to emerging trends in incidents
• Support development and implementation of new computer projects and new hardware installations.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans
• Assist in software releases and roll-outs and the communication thereof to the end users
• Assist as required in IT Projects
• Field incoming requests to the Service Desk via telephone, self-service portal and e-mail to ensure courteous, timely and effective resolution of end user issues
• Document all pertinent end user identification information
• Build rapport and elicit problem details from service desk customers
• Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician/team
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Escalate problems (when required) to the IT Operations Manager/Senior Management
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organisation
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Perform preventative maintenance, including checking and cleaning of servers in accordance with company policies and procedures and change management, working with the Server Administrators.
• Perform daily monitoring of server backups
• Check Service Desk queues and server/network monitoring for alerts and record and escalate as appropriate
• Accurately document instances of hardware failure, repair, installation, and removal
• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs
• Support development and implementation of new computer projects and new hardware installations
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow ups to help requests
• Develop help sheets and FAQ lists for end users
• Reinforce SLAs to manage end-user expectations

Competencies, Attributes, Knowledge:

• Working knowledge of ITIL Based Service Desk Incident Logging System
• Knowledge of basic computer/telecoms hardware, including Dell/HP laptops/desktops, Dell/HP printers, network/telecoms patching, mobile/smart phones, Macs/IPads
• Experience with desktop operating systems, including 7/8 & above
• Working knowledge of Windows AD administration
• Application support experience with Lotus Notes 5/6.5/8.5, Office 2007/2010, Citrix, Imaging Technologies, VPN client would be advantageous
• Working knowledge of a range of diagnostic utilities, including RDP, Dameware, Teamviewer
• Working with remote offices and homeworkers
• Familiarity with the fundamental principles of ITIL
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritise and execute tasks in a high-pressure environment, across different time zones/different sites
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment.
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Fluent English language skills

Desirable: