Desktop Technician I

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

Diagnose and resolve software and hardware related incidents, including operating systems (Windows and Mac) and across a range of software applications Assist all users with any logged IT related incident when called upon Accurately record, update and document requests using the IT service desk system Escalate incidents and requests to other support teams as necessary Install and configure new IT equipment Perform software and hardware upgrades Support printers, copiers and scanners Maintain good verbal communication skills; communicate effectively with technical and non- technical colleagues at all levels in the organization Attend internal training as necessary to keep up to date with the latest technology and internal system processes Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed Work within the relevant legislation, policies and procedures

SKILLS & CERTIFICATIONS

Skill evaluation: Behavioral (80%) Knowledge of Microsoft Windows and Mac client operating systems Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN Knowledge of printers, scanners and copiers Knowledge of networking systems General hardware and software troubleshooting skills Ability to communicate effectively in a professional manner on the phone, in writing and in person Ability to prioritize, manage and perform under pressure to meet SLA's Knowledge and adherence of customer service best practices Desktop Technician I Bachelor's degree in Computer Science is a Plus Working knowledge of Microsoft Windows and MAC client operating systems Excellent IT skills and computer literacy Previous experience of working in an IT support role