JOB PURPOSE:

Responsible for supporting local users as directed by the Service Desk. Supports the Operations Department in implementing local projects and dealing with local suppliers.

KEY ACCOUNTABILITIES:

Service Request Management:

Redirect or escalate local support requests to the Service Desk. Provide local technical support for requests from the Service Desk for all local hardware, software, and associated peripherals. Keep users informed of case progress and close resolved incidents. Ensure that all IT Policies and Procedures are adhered to locally.

PC/IT Asset Deployment and Management:

Deploy PCs and peripherals to users as directed by the Service Desk.

User Communication:

Notify users of impending changes and agreed outages.

Training and Development:

Maintain knowledge of all relevant aspects of IT and expand areas of required speciality knowledge. Increase professional knowledge and awareness by reading and participating in technical events outside of immediate employment.

SPAN OF COMMUNICATION:

Internal: Local IT Users, IT Operations Manager, Operations Team External: Local Suppliers/ Partners

QUALIFICATIONS, EXPERIENCE, & SKILLS

Required Qualifications:

Bachelor’s degree in a related field ITIL v3 Foundation

Preferred Qualifications:

Microsoft Certified Desktop Support Technician (MCDST) Service Desk certification ITIL Intermediate

Preferred Experience:

2 years of Desktop Support in a Microsoft Windows environment

Job-Specific Skills:

Keen attention to detail Excellent spoken and written communication skills with fluency in English Strong problem-solving skills The ability to communicate technical information to a non-technical audience