ServiceDesk Support Technician

The day-to-day tasks of a ServiceDesk Support Technician vary depending on the needs of the users or systems on a given day: resolving raised tickets upgrades updates maintenance tasks. There will always be unexpected issues that arise in a given day. In this case the role will be acting as the first point of contact when a user is facing hardware software or system issues. Each member of the ServiceDesk Team will have a variety of tickets to address and close out each day in addition to their maintenance tasks. While the nature of the role is more technically based it is important to have a tolerant and patient disposition with strong communication skills to support users.

Responsibilities  

• Incident Response & Troubleshooting: Monitor and respond quickly to incoming requests related to IT issues.

• Remote Diagnosis: Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Solution Assessment: Determine the best solution based on the issue and details provided by users.

• User Guidance: Guide the user through the problem-solving process.

• Escalation Handling: Direct unresolved issues to the next level of support.

• Service Communication: Provide accurate information on IT Operations services.

• System Monitoring: Maintain computer systems and act as support if any system goes down.

• Hardware Support: Responsible for PCs printers servers and related equipment (monitor keyboard mouse hard drive etc.).

• Event Logging: Record events and problems and their resolution in logs.

• PC Maintenance: Maintain user PCs including upgrades and configuration as needed.

• User Onboarding: Assist with onboarding of new users.

• Asset Management: Keep inventory of all equipment software and license users.

• Software Management: Install configure and upgrade PC software.

• Process Improvement: Identify and suggest possible improvements on Information Office procedures.

• Event Support: Provide support for internal events during business/extra hours (Accesa/external location).

Qualifications :

• General awareness of computer systems PC repair and network management
• Resourcefulness and fast-thinking nature to troubleshoot new and critical technical issues as they arise
• Ability to deploy configure and support operating systems on desktop and mobile
• Understanding and appreciation for information security within systems and user devices
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep ServiceDesk tickets in order
• Degree in Computer Science or related field is preferred 
• Previous Experience in a technical role

It is also important that you:

• Are able to plan manage your time responsibly
• Have the ability to present your ideas to others
• Manifest a strong drive to provide excellent customer service with an awareness of prioritization of tasks stakeholders budget and time
• Are a great team player ready to go the extra mile for your colleagues
• Are interested in being up to date with new technologies and value knowledge-sharing 

Nice to have skills:

• Experience with analyzing data to detect trends and identify root causes 
• Knowledge of Microsoft infrastructure and servers
• Knowledge of Office 365 services and on-premises Exchange

Additional Information :

At Accesa you can

Enjoy our holistic benefits program that covers the four pillars that we believe come together to support our wellbeing covering social physical emotional wellbeing as well as work-life fusion.

• Physical Wellbeing: Our wellbeing program includes medical benefits gym support and personalised fitness options for an active lifestyle complemented by team events and the Healthy Habits Club.
• Work-Life Fusion: In very dynamic industries such as IT the line between our professional and personal lives can quickly become blurred. Having a one-size-fits-one approach gives us the flexibility to define the work-life dynamic that works for us.
• Emotional Wellbeing: We believe that to maintain our overall health we need to invest in our mental wellbeing just as much as we do in our physical health social connections or in achieving work-life balance.
• Social Wellbeing: As a growing community in a hybrid environment we want to ensure we remain connected not just by the great work we do every day but through our passions and interests.

Remote Work :

No

Employment Type :

Full-time