Desktop Technician

Responsibilities

• Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications.
• Install, upgrade, support and troubleshoot End User Workspace hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices.
• Perform general preventative maintenance tasks on devices and software.
• Follow and execute hardware moves provided by Subject Matter Experts.
• Provide onsite and remote support to / Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment.
• Assist users with any logged IT related incident when called upon.
• Provide support including carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately record, update and document requests using the IT service desk system.
• Install and configure new IT equipment.
• Maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Provide technical support/instructions skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Be a highly motivated team player with the skills and ability to manage changing priorities.
• Develop sound understanding of IT operations and related applications and IT systems as well as business-related processes and procedures.
• Maintain and consistently demonstrate a good understanding of customer service principles.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes.
• Perform root cause analysis and develop checklists for typical problems.
• Develop training courses as identified and agreed for appropriate development.
• Carry out training courses as per / customer requirement.
• The ability to liaise and develop working relationships with the staff and customer environment users.
• Analyse and resolve incidents and problems using appropriate tools and techniques.
• Good general understanding of IT principles such as Networks, Hardware and Domains.
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.
• Good working knowledge of Operating systems such as Windows and Mac related software and applications.
• Good experience in End User device hardware and software troubleshooting.
• Good experience of supporting devices such as Printers and Meeting Room equipment.
• Knowledge of mobile devices, in particular Blackberry and iPhones.
• Experience with building, configuring, replacing and troubleshooting EUC hardware components.
• Awareness of Data Backup principles.
• Familiarity with virtual, MDM and VPN environments.
• Basic knowledge and/or familiarity with devices in Network and Compute environment.

• Good general understanding of IT principles such as Networks, Hardware and Domains.
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.
• Good working knowledge of Operating systems such as Windows and Mac related software and applications.
• Good experience in End User device hardware and software troubleshooting.
• Good experience of supporting devices such as Printers and Meeting Room equipment.
• Knowledge of mobile devices, in particular Blackberry and iPhones.
• Experience with building, configuring, replacing and troubleshooting EUC hardware components.
• Awareness of Data Backup principles.
• Familiarity with virtual, MDM and VPN environments.
• Basic knowledge and/or familiarity with devices in Network and Compute environment.