IT Helpdesk Administrator / Support Analyst (Level 1)

31 Mar 2018
20 Apr 2018
Contract Type
Full Time
Learn about and assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
Key Skills

•Ability to conduct research into a wide range of computing issues as required.
•Ability to absorb and retain information quickly.
•Ability to present ideas in user-friendly language.
•Highly self-motivated and directed.
•Keen attention to detail.
•Proven analytical and problem-solving abilities.
•Ability to effectively prioritize and execute tasks in a high-pressure environment.
•Exceptional customer service orientation.
•Experience working in a team-oriented, collaborative environment.

Key Responsibilities

• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase, as requested
• Under tutelage, perform onsite analysis, diagnosis, and resolution of basic desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
• Answer to and perform installs, moves, adds and changes (IMAC) Service Requests
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• If necessary, liaise with third-party support and PC equipment vendors.
• Assist in software releases and roll-outs, including communication to the end users.
• Escalate problems (when required) to the Service Management Team.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• To learn about and alert Service Management Team to emerging trends in incidents.
• Ensures that the resolution of Incidents, Problems and Service Requests remain on target and continue to develop skills when acting as required to rectify problems.
• Adheres to the Departments Service Management Processes to ensure consistent support and delivery of IT Services.
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• To continually develop and apply diagnostic utilities to aid in troubleshooting.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations

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