Assoc IT Service Desk Tech

Summarized Purpose:

With direction, provides technical assistance to computer system users; Answers incoming calls and emails, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. Troubleshoots basic end user issues on various software applications, hardware, network and telecommunications systems and provides basic desktop support over phone calls and chat sessions. Essential Functions: Maintains the Service Desk by answering or responding to calls, logging calls/resolution, resolving problems and providing required assistance to callers.Performs follow-up on calls to ensure all problems are resolved fully and in a timely manner.Installs or upgrades software on user equipment.Assists clients in troubleshooting and resolving problems with computer equipment.Fulfills account management requests.Summarized Purpose:

With direction, provides technical assistance to computer system users; Answers incoming calls and emails, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. Troubleshoots basic end user issues on various software applications, hardware, network and telecommunications systems and provides basic desktop support over phone calls and chat sessions. Essential Functions: Maintains the Service Desk by answering or responding to calls, logging calls/resolution, resolving problems and providing required assistance to callers.Performs follow-up on calls to ensure all problems are resolved fully and in a timely manner.Installs or upgrades software on user equipment.Assists clients in troubleshooting and resolving problems with computer equipment.Fulfills account management requests.Qualifications:Education and Experience:High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification.At least 1-2 years’ experience in troubleshooting basic technical/IT concernsExperience as Service Desk or Technical Support is an advantageKnowledge, Skills and Abilities:Knowledge of Microsoft Windows operating systems and Microsoft Office products.Basic knowledge of Active DirectoryStrong English communication skillsMust be able to multi task and pay close attention to detailMust be willing to work on rotating shift (will be rotated on morning, mid and night shift)Must be willing to work on occasional weekend on-call shift

Qualifications:Education and Experience:High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification.At least 1-2 years’ experience in troubleshooting basic technical/IT concernsExperience as Service Desk or Technical Support is an advantageKnowledge, Skills and Abilities:Knowledge of Microsoft Windows operating systems and Microsoft Office products.Basic knowledge of Active DirectoryStrong English communication skillsMust be able to multi task and pay close attention to detailMust be willing to work on rotating shift (will be rotated on morning, mid and night shift)Must be willing to work on occasional weekend on-call shift