Desktop Support Technician

Main Responsibilities include:

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops

• Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

• To provide infrastructure administration functions

• Providing on-site cover from 8:00 – 1700 hours Mon- Fri as part of a shift arrangement

• Being prepared to work out of hours when required and to provide out of hours on-call support cover as required

• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities

• Taking ownership of issues through to resolution on all appropriate requests.

• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

• Move equipment associated with escalated help desk incidents and service requests

• Performing asset inventory activities as needed.

• Trains and orients staff on use of hardware and software.

• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.

• Works with procurement staff to purchase hardware and software.

• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Technical Skills

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc

• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office

• Administration experience of MS Active Directory users & groups, policies and management concepts

• Effective communication by Engineer in English and local languages is mandatory

Soft Skills

• Excellent communication and conversation skills (Verbal and Written - English and local language) Additional language skills (English and local language)

• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive

• Strong customer service skills

• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• A self-starter with ability to work on their own initiative

• To work through issues analytically to a successful conclusion

• Must be detail oriented and self-motivating

• Experience of managing and leading a geographically and culturally diverse team