Service Desk/Desktop/Help Desk

 Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
 Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
 To provide infrastructure administration functions
 Providing on-site cover as part of a shift arrangement
 Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
 Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
 Taking ownership of issues through to resolution on all appropriate requests.
 Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
 Move equipment associated with escalated help desk incidents and service requests
 Performing asset inventory activities as needed.
 Trains and orients staff on use of hardware and software.
 Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
 Works with procurement staff to purchase hardware and software.
 This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

 Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
 Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
 Administration experience of MS Active Directory users & groups, policies and management concepts
 Effective communication by Engineer in English and local languages is mandatory

Business Skills:

 Management of the team of L1 resources
 Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
 A self-starter with ability to work on their own initiative
 To work through issues analytically to a successful conclusion
 An individual with a minimum of 3 year’s supervisory experience


Desired Experience:

 At least 5-6 years of experience in the field or in a related area required
 Prior experience on Desktops, Workstations, Notebooks and Printers
 Collaboration experience including remote control of PCs and video conferencing knowledge
 Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
 Strong Microsoft Office skills (Outlook, Word, and Excel)
 Thorough understanding of Outlook's calendaring tool
 Understanding of Exchange functional accounts and how they are used within Microsoft technologies
 Strong customer service skills
 Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
 Strong written and verbal communication skills (English and local language)
 Must be detail oriented and self-motivating
 Background security check required
 Additional language skills (English and local language)