First Level IT Help Support

Responsibilities:

• Responsible for managing and coordinating all aspects of Desktop Support (1st level) to end users. (up to 120 users)
• Providing face to face technical support to users regarding Desktop issues.
• Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
• Maintaining accurate log entries of fault with resolution and contact details.
• Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements.
• Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
• Working on tasks as assigned by IT Support Manager.
• Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
• Ensuring technical queries not progressing are escalated to Network Engineers according to established procedures.

Let's talk about you:

• Proficient technical knowledge of Desktop hardware and both standard and customised (in-house) software.
• Sound analytical and problem-solving skills.
• Good time management and communication skills.
• Ability to manage multiple problems at once and prioritise issues.
• Strong customer service focus.
• Self-motivated, capable of working with limited supervision, pro-actively reporting on status and tasks.
• Quick learner with an attitude to think outside the box