Desktop Support

• Candidate with 7+ years of experience with excellent organizational skills.
• Previous experience of working in an IT support role with excellent IT skills and computer literacy.
• Previous Experience within a customer service role
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Good attention to detail and ability to show initiative.
• Ability to plan and priorities work load without supervision.
• Ability to priorities, manage and perform under pressure to meet SLA’s.
• Excellent knowledge of Customer Service best practice.
• Willing to work flexibly and with enthusiasm.

Technical skills required –
 

• Basic understanding of hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
• Route problems to internal I.M. support staff. Help desk, customer service, and support experience with problem solving involving
• Hardware, software, and networks. Phone support experience necessary. Windows Operating systems , Clients: Windows XP, Windows 2000, Windows 98 ,
• Remote desktop connectivity applications: RDP, PCAnywhere , MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,
• Internet browsers (e.g. Explorer, Netscape and Firefox), VPN and remote dial-in users, Support for laptop, desktops, and printers, PDA and blackberry support.
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels •
• Safely package equipment for branches and arrange for the transport of the equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
• When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
• Develop trends by monitoring and analyzing incoming calls, problems and support