Helpdesk / Level 1 Support

As an ICT Helpdesk Support Officer Level 1, you will play a pivotal role in providing first-level technical support to our end users. You will utilise your IT expertise to troubleshoot and resolve issues promptly, contributing to a high-quality service delivery model.
Key Responsibilities:

• Receive and manage requests for first-level technical support following established procedures, logging problems, and questions.
• Respond to common support requests by providing information to facilitate problem resolution and promptly escalate unresolved issues.
• Conduct initial problem assessments and educate end-users to minimise recurring incidents.
• Contribute to the knowledge base by documenting known errors and fixes, enhancing organisational efficiency.
• Liaise with customers and team members to provide status updates and feedback, ensuring transparent communication channels.
• Maintain accurate records of problems, requests, and questions, recommending procedural modifications as needed.
• Participate in Service Centre projects, contributing to their development and implementation.
• Organise workload effectively to ensure responsive and high-quality client services.
• Foster effective communication within the unit, collaborating both independently and as part of a team to meet deadlines and commitments.
• Contribute to the development, implementation, and review of systems, policies, and procedures essential for operational efficiency.

Desirable Attributes:

• Experience with Microsoft platforms and Active Directory.
• Basic troubleshooting skills.
• Demonstrated commitment to providing excellent customer service.

Key Selection Criteria - Knowledge, Skills, and Attributes: * Strong general IT knowledge encompassing hardware, software, school administrative systems, Microsoft Office software, or similar in-house systems.

• Ability to diagnose low-level application, web, computer, or network errors analytically and resolve problems quickly.
• Demonstrated ability to work independently or collaboratively in a dynamic environment, providing effective ICT support and services.
• Proficient analytical and problem-solving skills, with the ability to troubleshoot computer and peripheral issues effectively and safely.
• Proven use of effective communication techniques across various media to build and maintain relationships with diverse stakeholders.

Benefits:

• Ongoing training and development opportunities.
• Supportive team environment committed to providing quality service.

Apply through the link below, for a confidential conversation please contact quote REF#236089 with a CV in word format.