IT Helpdesk Support

IT Helpdesk Support (Permanent Full-Time)

This role will provide resolutions to Help Desk service requests within a timely manner and will demonstrate technical expertise and exceptional customer service skills. The role will require an individual who is highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.

Specific duties and responsibilities include:

• Interact with customers via telephone, e-mail etc. Providing technical support and problem-solving abilities
• Give support and feedback to customers through problem resolution in a professional, prompt and polite manner.
• Ability to effectively execute, diagnose issues and recommend solutions.
• Ability to work under own initiative.
• Ability to work under pressure with changing and often conflicting priorities to meet deadlines.
• Identify, evaluate and prioritize customer problems and complaints.
• Utilize all technical resources to solve customer problems.
• Demonstrate and promote superior customer service in handling queries, problems and complaints.
• Work with departmental staff to promote, develop and maintain strong customer service values.
• Escalate unresolved issues to support leads, designated service group or client help desk.
• Participate in departmental training activities including training programs in support of new technologies, procedures and customer service enhancements.
• Additional projects as required.
• Provide scheduled out-of–hour’s remote support.

The ideal candidate will possess the following key attributes:

• Previous experience in the business sector. Providing application support is an advantage.
• Proficient with supporting users within a Windows Active Directory architecture.
• Solid Knowledge of PC architecture/technology – hardware/driver configuration, problem diagnostics etc.
• Solid knowledge of Windows based networking protocols.
• Strong experience of common software applications – installation/configuration etc.
• Experience with Unix or Linux an advantage.
• Ability to analyse & solve technical problems by investigating potential solutions using troubleshooting skills.
• Good organisational skills.
• Excellent telephone & customer handling skills.
• Full driving licence required.