Service Desk Technician

Objective:

The EndUser Device Associate operates under the general direction of the Enterprise Services Leadership Team and receives guidance from Senior Technicians. Their primary responsibilities include promptly responding to operational break/fix calls emails and onsite enduser support requests. Additionally they will prepare knowledgebased articles and training manuals. This role involves delivering specialized technical support and training services. Collaborating with users across all organizational levels

Essential Functions:

User Support: Respond to service requests and inquiries from endusers promptly and professionally. Provide technical assistance troubleshoot hardware and software issues and offer solutions to user problems. Ensure excellent customer service including active listening and empathy when dealing with endusers. Assure continuity of the computer system for all system users in the various centres across the country. Field telephone calls email messages and onsite support requests from employees seeking guidance on technical problems. In responding to these requests for guidance Service Desk Technicians must listen carefully to the user ask questions to diagnose the nature of the problem document the problem and then patiently walk the user through the problemsolving steps. Be an escalation point for all Service Desk I Technicians to guide them on issues and workflows. Incident Resolution: Log track and prioritise incidents and service requests using a ticketing system. Diagnose and resolve technical problems related to computer systems software and hardware. Escalate complex issues to higherlevel IT support personnel as needed. Software Support: Assist endusers in software installation configuration and troubleshooting. Help users navigate and utilize various software applications including Microsoft Office Suite and other organizationspecific software. Perform software updates patches and maintenance tasks. Hardware Support: Install configure and maintain desktops laptops printers and other devices. Diagnose hardware issues replace defective components and coordinate hardware repairs when necessary. Manage hardware inventory and asset tracking. Remote Support: Provide remote support to offsite or remote employees ensuring they have the necessary tools and connectivity. Troubleshoot network and connectivity issues and assist in setting up virtual private networks (VPNs). Documentation: Maintain and update documentation of typical issues solutions and troubleshooting procedures. Create and update knowledge base articles to facilitate selfservice for endusers. Security Awareness: Educate endusers on security best practices including password management phishing awareness and data protection. Assist in enforcing security policies and access controls. Collaboration: Collaborate with other IT teams to resolve complex issues and implement IT projects. Work closely with other support staff including desktop support network administrators and system administrators.

Education / Experience:

A high school diploma or equivalent and a degree in information technology or a related fieldare a plus.

Three years of equivalent experience in PC hardware software network and customer service is required. Previous experience in a service desk or technical support role is preferred but not mandatory.

Desired Qualifications:

Exceptional logical analytical troubleshooting and problemsolving skills. Strong technical knowledge of MS operating systems MS 365 applications and PC peripherals. Familiarity with network operations network hardware/software and telecommunications equipment. Strong customer service orientation. Exceptional customer service and telephone skills. Outstanding oral and written communication skills. Ability to manage multiple concurrent projects.