IT Desktop Support

IT Desktop Support

Main Function

The IT Desktop Support is part of a team of IT professionals who provide in-house support to the Group’s users. The post holds the responsibility for the installation/configuration, support and maintenance of the end user equipment and software with the objective of maintaining high user uptime and improving computing experiences through effective remote and on-site problem identification and resolution. The IT Desktop Support works with other resources and vendors to deliver effective support services and participates in service improvement initiatives.

Responsibilities

• Apply end user equipment upgrades, updates, patches and configuration change.
• Basic Active Directory user maintenance.
• Respond to requests for technical assistance in person, via phone, and electronically through the ticket system, remote control, and email.
• Diagnose and resolve IT related hardware and software issues.
• Research questions and problems using available information resources.
• Advise users on appropriate actions.
• Log all help desk interactions.
• Administer software relevant to desktop support.
• Redirect advanced problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems/requests and document resolutions.
• Stay current with system information, changes and updates.
• Be willing to work outside of the standard business hours as necessary.

Qualifications and Experiences

• At least HSC.
• A Diploma in Computer Science or any other relevant qualification.
• MCDST or an A+ Certification would constitute a definite advantage.
• At least 2 years’ experience in a desktop support position.
• Basic understanding of TCPIP for network connectivity troubleshooting.
• Strong experience in PC/Laptop/Printer/Scanner/Tablet/Smartphone installation, configuration, and troubleshooting.
• Experience in Windows 10 installation, configuration, and troubleshooting.
• Moderate knowledge of IOS/OSX installation, configuration and trouble shooting in a Windows environment.
• Good knowledge of mobile device configuration (Windows, IOS and Android) and mobile device management applications.
• Basic knowledge of VOIP phones configuration and troubleshooting.
• In-depth knowledge and experience supporting desktop applications, including MSOffice 365 applications and multiple browsers.
• Proficiency in MS Office 365.

Skills and Competencies

• Good Communication Skills.
• Strong Team Spirit.
• High sense of Responsibility and Commitment