I.T. Helpdesk Support

I.T. Helpdesk Support (Temporary, 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.