Service Desk Technician

Job Description - Evaluate documented resolutions and analyse trends for ways to prevent future problems - Alert management to emerging trends in incidents - Support development and implementation of new computer projects and new hardware installations. - Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations - Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans - Assist in software releases and roll-outs and the communication thereof to the end users - Assist as required in IT Projects - Field incoming requests to the Service Desk via telephone, self-service portal and e-mail to ensure courteous, timely and effective resolution of end user issues - Document all pertinent end user identification information - Build rapport and elicit problem details from service desk customers - Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician/team - 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 - Escalate problems (when required) to the IT Operations Manager/Senior Management - Apply diagnostic utilities to aid in troubleshooting - Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution - Identify and learn appropriate software and hardware used and supported by the organisation - Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications - Perform preventative maintenance, including checking and cleaning of servers in accordance with company policies and procedures and change management, working with the Server Administrators. - Perform daily monitoring of server backups - Check Service Desk queues and server/network monitoring for alerts and record and escalate as appropriate - Accurately document instances of hardware failure, repair, installation, and removal - Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs - Support development and implementation of new computer projects and new hardware installations - 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 Competencies, Attributes, Knowledge: - Working knowledge of ITIL Based Service Desk Incident Logging System - Knowledge of basic computer/telecoms hardware, including Dell/HP laptops/desktops, Dell/HP printers, network/telecoms patching, mobile/smart phones, Macs/IPads - Experience with desktop operating systems, including 7/8 & above - Working knowledge of Windows AD administration - Application support experience with Lotus Notes 5/6.5/8.5, Office 2007/2010, Citrix, Imaging Technologies, VPN client would be advantageous - Working knowledge of a range of diagnostic utilities, including RDP, Dameware, Teamviewer - Working with remote offices and homeworkers - Familiarity with the fundamental principles of ITIL - Strong documentation 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 prioritise and execute tasks in a high-pressure environment, across different time zones/different sites - Exceptional customer service orientation - Experience working in a team-oriented, collaborative environment. - Exceptional written and oral communication skills - Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills - Fluent English language skills Desirable: Certifications MCSA/MCSE, ITIL.