Job Summary:
The IT Service Desk Associate will provide first line technical support to
internal staff and be available to work on a shift pattern and out of hours
pro rata. The successful candidate will require an aptitude for working with
applications/systems to undertake analysis, diagnosis and resolution of staff
problems, which may range from straightforward to more complicated technical
issues. There is also a range of administration duties within this role.
Coverage for support includes telephony across EMEA and Asia whilst also
supporting offices in GCC where travel may be required to other offices. Home
workers will also be supported.
Job Responsibilities:
Act as a single point of contact for phone calls and emails from staff
regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and
email
Maintaining an Asset Database and track changes
1st and 2nd line support - troubleshooting of IT related problems from in-
house software to hardware, such as desktop/laptops, printers, to MS office
Troubleshoot basic network issues
Escalate unresolved calls to the operations support team
Log all calls in the Service Desk Call Logging system (Ivanti)
Take ownership of user problems and follow up the status of problems on behalf
of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and
adhere to all service management principles
Provide basic in-house training in MS Office applications, Office 365 used
within the Association (Word, Excel, Outlook, PowerPoint)
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information
& provide staff training if required
Basic Active Directory knowledge. Creating user accounts, reset passwords,
create groups etc.
To Arrange for external technical support where problems cannot be resolved in
house
Good knowledge on network area, understand network switching and routing
Can handle calls related to iMac and understands Mac platform.
Understanding on the basic Mac technologies (drop box, data transfer, OS
upgrades etc…)
Should have knowledge on Microsoft surface Hubs (configurations and setup)
Can trouble shooting Windows and iMac platforms
Desktop hardware, software applications, operating systems and network
connectivity.
Problem solving – Resolve problems while maximizing efficient use of computing
resources
Skills & Attributes
Minimum 5-6 years of relevant experience
Experienced in presenting to all levels
Proven ICT support skills
Proven system management skills
Proven experience of project management
Proven excellent written communication skills
Knowledge of ICT industry developments
Ability to prioritise own work to support business priorities
Ability to work autonomously and manage conflicting priorities
Ability to provide IT support to customers including; Microsoft technologies,
Mobile, Wi-Fi and Email configuration
Windows XP/7/10
Windows Server 2008/2010
Office 2019/365
Active Directory
TCP/IP and general network knowledge
Experience of Avaya telephone system desirable
Experience of working within SLA and ITIL defined businesses preferred
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