IT Helpdesk

Tulip Recruitment
07 Feb 2018
18 Feb 2018
Contract Type
Full Time
If you are the type of person that this local employer is looking to recruit, you will possess the essential skills, tools and techniques of an IT Helpdesk/Service Analyst and will have previous experience gained from within a similar role .

Responsibilities and Duties

Monitor incoming calls via portal / email / telephone / shoulder tap, logging and tracking all incoming incidents, problems and requests from users.
Serve as the initial contact to users in all company sites
Provide first time fix where possible and troubleshooting problem areas, escalating to other resolvers should you be unable to achieve a fix.
Prioritise and properly assign incidents to correct resolver via ServiceNow
Perform remote support using LANDesk and Team Viewer
Identify potential outages and other problems (via ticket trends and information gathering) and communicate the information to the Service Desk Director.
Creating desktop tasks related to the joiners / leavers process.
Communicate tech related information in a simple but understanding manner with customers over the phone.

Skills and knowledge:

Experience with Windows troubleshooting support
Active Directory password reset
ServiceNow ITSM system
Proficiency with Google Suite Products, Microsoft Office and Adobe
2 - 4 years work experience as a Service Desk Analyst in an enterprise environment
VIP Support experience (preferred but not essential)

If you do not hear from a consultant within 2 weeks of your application then unfortunately on this occasion you have been unsuccessful

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