Service Desk Technician

Job Description

Company Introduction

Job Responsibilities and Duties

• Support the Service Desk Manager & Service Desk Lead;
• Accurately log, investigate, escalate & ensure timely resolution of customer incidents and requests in relation to SLA’s;
• Provide incident resolution onsite & utilise remote support (troubleshooting, root cause analysis);
• Ensure that documentation is kept up to date;
• Perform system administration duties including Windows, Mac & Linux;
• Manage user setups (accounts, distribution lists, starters/Leavers process);
• Execute hardware builds and deployment;
• Offer desktop support & conduct software installation;
• Conduct pre-deployment testing for hardware and software;
• Install 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 3rd party software, hardware, and support service providers;
• Produce reports in a timely and professional manner when required;
• Support all end users and resolve incidents within defined SLAs;
• Explore and implement new technologies to continually improve service levels and response times.

Experience

• Have at least 1 year experience as a IT Service Desk;
• Have previous experience in using ITSM (e.g. Fresh Service, Jira);
• Have knowledge of ITIL working practices, including Incident, Problem & Change Management;
• Have knowledge of monitoring systems (e.g. Nagios, PRTG);
• Be proficient with Microsoft OS / Office.

Personal Skills

• Have good communication skills in English, both writing and speaking; Fluency in Italian is considered a plus;
• Have organisational skills;
• Be a team player;
• Be a problem solver;
• Have time-management and multi-tasking skills.