This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements.
They may also perform Installs, Moves, Adds and Change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. They are responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties.
As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, facilities, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Demonstrated customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.
To diagnose and resolve software and hardware incidents, including operating systems (Windows, Linux and Mac) and across a range of software applications.
To perform varying degrees of troubleshooting and resolution of issues involving desktops, laptops, mobile devices, printers, software, hardware and peripherals as well as connectivity.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
To accurately record, update and document requests using the IT service desk system.
To install and configure new IT equipment.
To resolve incidents and upgrade different types of software and hardware.
To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and nontechnical colleagues at all levels in the organization.