Desktop Technician I

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Diagnose and resolve software and hardware related incidents, including operating systems (Windows and Mac) and across a range of software applications

• Assist all users with any logged IT related incident when called upon

• Accurately record, update and document requests using the IT service desk system

• Escalate incidents and requests to other support teams as necessary

• Install and configure new IT equipment

• Perform software and hardware upgrades

• Support printers, copiers and scanners

• Maintain good verbal communication skills; communicate effectively with technical and non- technical colleagues at all levels in the organization

• Attend internal training as necessary to keep up to date with the latest technology and internal system processes

• Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed

• Work within the relevant legislation, policies and procedures

SKILLS & CERTIFICATIONS

• Skill evaluation: Behavioral (80%)

• Knowledge of Microsoft Windows and Mac client operating systems

• Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN

• Knowledge of printers, scanners and copiers

• Knowledge of networking systems

• General hardware and software troubleshooting skills

• Ability to communicate effectively in a professional manner on the phone, in writing and in person

• Ability to prioritize, manage and perform under pressure to meet SLA’s

• Knowledge and adherence of customer service best practices

Desktop Technician I

• Bachelor’s degree in Computer Science is a Plus

• Working knowledge of Microsoft Windows and MAC client operating systems

• Excellent IT skills and computer literacy

• Previous experience of working in an IT support role