Receives and responds to incoming calls, and/or e-mails regarding desktop
hardware and/or software problems;
Prioritises and responds to customer demands and expectations and escalate where
necessary
Log instances of systems failure, repair, installation and removal in the
company provided Service Management System;
Maintains appropriate back up schedules
Installs, configures, tests, maintains, monitors, and troubleshoots associated
end user PC hardware, software and networking products for new users and
existing employees
Performs on-site analysis, diagnosis, and resolution of complex hardware
problems for all on-site IS/IT assets. Recommends and implements corrective
solutions, including managing off-site repair as needed;
Maintains and updates the IS/IT configuration management database;
Troubleshoots and resolves user related faults by using remote connectivity
tools to a global user base;
Collaborates with LAN engineer/network administrators to ensure the efficient
operation of the company’s desktop computing environment.
Skills
Demonstrated success supporting multiple locations
Success in supporting and troubleshooting Windows client operating systems and a
basic knowledge of UNIX systems
Support of Windows XP, Office 2003, Adobe Acrobat along with experience in
supporting VPN solutions such as Checkpoint SecureClient (client side)
Good written skills and strong oral and interpersonal communication skills when
dealing with customers
An understanding of the importance of quality customer service and relations and
the impact which IS/IT has on the business