Job Description
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
