Summary:
Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. May prepare help desk incident reports and assist in hardware and software evaluation.Duties & Responsibilities:
Provides day-to-day technical support to employees, installs, configures, and troubleshoots laptops, workstations, desktop systems.
• Works closely with internal IT Operations to maintain network services and infrastructure when required.
• May be called upon to participate in development of information technology and infrastructure projects and general IT training.
• Working knowledge of ITIL including the use of helpdesk service delivery systems such as Service Now.
• Strong communication skills to relate with and convey technical solutions in an understandable manner to all levels within the organization.
• Works well as part of a small team and the wider global Desktop Support team when required.
• Maintains and repairs computer equipment; installs, configures, and maintains computer hardware and software; performs routine and complex diagnostics.
• Installs hardware peripherals.
• Provide hardware and basic software support to end users.
• Resolve connectivity problems with hardware and networking environment.
• Must have strong English language skills - written and verbal.
• Must be able to demonstrate technical problem-solving skills. Responsibilities & Duties:
• Installing, testing and making software available to appropriate users ensuring software is properly configured, regularly updated and working properly on all PCs.
• Install, add, test, troubleshoot, repair, move, change-out, maintain and upgrade PC’s, Laptops, printers, and other peripherals.
• Build PC and Laptops using Microsoft SCCM Knowledge of imaging.
• Raising Incidents in Service Now.
• Maintaining inventory records.
• Diagnosing and troubleshooting hardware failures.
• Repair and upgrade different types of computers (software and hardware).
• Liaising with external support companies to resolve faults in a timely manner. • Liaising with the designated personnel responsible for keeping the inventory. - Maintaining computer peripheral equipment e.g. printers, scanners, projectors and conference room technology.
• Providing technical support by utilizing remote control and Windows administration tools.
• Effectively communicate all support aspects to all levels of personnel in a support driven customer-oriented manner through the Service Now Helpdesk.
Pre-Requisites / Skills / Experience Requirements:
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