The position of IT Help Desk Analyst - Tier 1 is to provide day to day IT support services via Help Desk. Whilst representing the company remembering at all times high standard of customer service.

Responsibilities

  • Answering helpdesk calls within 3 rings.
  • To log, manage IT related incidents and service requests throughout their lifecycle within the agreed SLA’s, and to provide customers with regular updates and agree call resolution before closure.
  • Help Desk support covering 1st Line services.
  • Dealing with calls via telephone/remote support.
  • Follow strict SLA’s on help desk.
  • High level of communications both internally and externally.
  • Follow department processes, procedures and policies.
  • To take responsibility for achieving good, consistent first time fix rates thereby minimizing calls passed to escalation support team.
  • To fully manage assigned calls and ensure all concerned are fully aware of call status.
  • Arranging client visits via Help Desk Coordinator if call not resolved by Help Desk.
  • Putting recommendations to clients where possible.
  • Maintaining detailed log of issues on Help Desk application.
  • Ensuring client documentation is kept up to date and records are checked regularly.
  • Building rapport with clients and suppliers.
  • Early identify faults and ensures management of any possible risks.
  • To improve levels of support offered by the Help Desk.
  • Monitor client systems.
  • Maintenance of client systems.
  • Hardware builds.
  • To carry out any other duties those are within the employee’s skills and abilities whenever reasonably instructed.

Support for the following services

  • Desktop Support (hardware and operating systems fault diagnosis and troubleshooting)
  • Microsoft Windows XP/Windows 7 Pro/Windows 8/Office Suites 2003/2007/2010/2013
  • Broadband Fault Diagnosis & Troubleshooting
  • Wireless Fault Diagnosis & Troubleshooting
  • Microsoft Exchange Services User Management (Mailbox, DL’s & Change Management)
  • Windows Server 2003/2008 Active Directory User Setup and Profile Management
  • Network Services (Anti-Virus, Backup, Connectivity, etc.)
  • Setup of New Users
  • Printers (Standalone or Network)
  • Hardware Diagnosis & Troubleshooting
  • Blackberry Handsets Setup
  • Proactive Maintenance of Hardware