JOB PURPOSE: Responsible for supporting local users as directed by the Service Desk. Supports the Operations Department in implementing local projects and dealing with local suppliers.

KEY ACCOUNTABILITIES

Service Request Management   

• Redirect or escalate local support requests to the Service Desk.


• Provide local technical support for requests from the Service Desk for all local hardware, software, and associated peripherals.


• Keep users informed of case progress and close resolved incidents.


• Ensure that all IT Policies and Procedures are adhered to locally.

PC/IT Asset Deployment and Management: Deploy PCs and peripherals to users as directed by the Service Desk.

User Communication: Notify users of impending changes and agreed outages.

Training and Development         

• Maintain knowledge of all relevant aspects of IT and expand areas of required speciality knowledge.


• Increase professional knowledge and awareness by reading and participating in technical events outside of immediate employment.

SPAN OF Communication:

• Internal: Local IT Users, IT Operations Manager, Operations Team


• External: Local Suppliers/ Partners

JOB RELEVANT INFORMATION (BOUNDARIES & DECISION-MAKING AUTHORITY): Works under close supervision.

Skills

QUALIFICATIONS, EXPERIENCE, & SKILLS

Required Qualifications:

• Bachelor's degree in a related field


• ITIL v3 Foundation


• Preferred Qualifications:


• Microsoft Certified Desktop Support Technician (MCDST)


• Service Desk certification


• ITIL Intermediate

Preferred Experience:

• 2 years of Desktop Support in a Microsoft Windows environment

Job-Specific Skills:

• Highly organised, self-motivated, and directed


• Keen attention to detail


• Excellent spoken communication skills


• Strong problem-solving skills


• Fluency in spoken English


• The ability to communicate technical information to a non-technical audience

COMPETENCIES

Core Competencies:

• Systematic, disciplined, and analytical


• Calm, rational and organised

Technical Competencies:

• Windows Desktop - manage


• Analytical expertise