Desktop Support Specialist (IT)

IT Support Analyst is accountable for the development and support (first level) of organization’s IT Service Desk Solutions.

Responsibilities

First line of IT support for all team members via phone calls, emails, service desk requests, in person and remotely within an Information Technology Infrastructure Library (ITIL) framework.

Onboarding and offboarding team members and ensuring customer queries are captured, validated, and triaged within the ticketing system.

Troubleshooting common or basic technical issues, such as account and access related issues.

Maintaining knowledge base with common problems which can be accessed by customers.

Escalating cases to 2nd level support – Senior Support Specialist, Desktop Support Specialist and Infrastructure Team, where required.

Taking ownership of tickets including tracking, monitoring, following up, prioritising, and escalating incidents and coordinating with appropriate resources to resolve issues in a timely manner.

Actively reviewing and resolving helpdesk requests raised by the business, with a focus on root cause resolution.

Developing and maintaining key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations.

Supporting the Service Delivery and Infrastructure Team to achieve high service uptime, by providing system information and updates regarding system performance and outages.

Supporting the Service Delivery and Infrastructure Team by managing the hardware asset registers to ensure manageable stock levels.

Role modelling organization's values (Accountability, Care, Team)

Skills

Highly developed written and oral communication skills, particularly in discussing technical matters with non-technical people.

Good prioritisation and time management skills.

Ability to work creatively and analytically to solve problems

Knowledge in supporting PC, software, in a Windows environment.

Experience

Experience in a customer service environment.

Experience working within a team, in a fast pacedand constantly changing environment.

Managing and effectively dealing with service requests and prioritising workload. I have these qualifications

Degree or Diploma in Information Technology, or related area desirable

Originally posted on Himalayas