Service Desk Technician

Job Description

Company Introduction

Job Responsibilities and Duties

• Support the Service Desk Manager and the Service Desk Lead;
• Accurate logging, investigation, escalation and timely resolution of customer incidents and requests in relation to SLA’s;
• Handle the onsite resolution and the utilisation of remote support (troubleshooting, root cause analysis);
• Ensure that all documentation is kept up to date;
• Handle system administration duties inclusive of Windows, Mac & Linux;
• Handle user setups (accounts, distribution lists, starters, leavers process);
• Handle any hardware builds and deployment;
• Efficiently provide desktop support as well as software installation;
• Carry out pre-deployment testing for hardware and software;
• Handle the installation of all IT equipment such as PC’s, monitors, printers, scanners etc (to include some manual handling);
• Maintain and update the AssetConfiguration management system;
• Liaise with third party software, hardware and support service providers;
• Handle the production of reports in a timely and professional manner when required.

Experience

• Have at least 1 year of previous experience in an IT Service Desk environment;
• Have experience using an ITSM (eg/ Fresh Service, Jira);
• Fluent in written and spoken English;
• Having incident management experience would be considered an asset;
• Having experience working with remote support tools will also be considered an asset.

Personal Skills

• Able to work with deadlines;
• Attentive to detail;
• A team player; 
• Able to multi-task;
• Able to work independently.