Service Desk Technician


Position Summary:

  • The role of a Service Desk Technician is to provide remote support via phone, email and remote access for our external clients. Service Desk Technicians will be responsible for responding to our client’s initial request and resolving if possible within both the technicians skill set and a suitable time frame.

Reports to:

  • Services Supervisor

Required attributes:

  • Excellent customer service skills
  • Excellent problem resolution skills (both technical and customer service)
  • Good time management and organisational skills
  • Ability to work under pressure and deal with multiple tasks
  • Problem solving skills
  • Proficient in English (written and verbal)

Required certificates and experience:

  • Completion of MCP
  • Experience in a desktop support position

Technology                                                                                                Required Experience:

Microsoft Windows Server (2003-2012R2)

Basic

Microsoft Exchange (2003-2013)

Basic

Microsoft SQL Maintenance

Basic

Microsoft Office 365 Administration

Basic

Backup solutions

Basic

Virtual technologies such as VMware and Hyper-V

Basic

Networking (Firewalls, Routers, Switches Wi-Fi, DNS, DHCP ETC)

Basic

Macintosh workstation environments

Basic

Intel based hardware (Server)

Basic

Intel based hardware (PC)

Intermediate

Anti-Virus solutions and Virus repair techniques

Intermediate

Microsoft Windows Workstation (XP-Windows 8.1)

Intermediate

Microsoft Office Suites (2003-2013)

Intermediate


Detailed position description:

  • Provide first level remote support to external clients
  • Perform daily administrative activities such as checking backups and alerts
  • Perform proactive and reactive tasks for monitored environments
  • Complete internal tasks as required
  • Produce and maintain service desk documentation and other intellectual property
  • Efficiently and effectively communicate with clients on a day to day basis regarding the status of their tickets.
  • Efficiently document all services in detail within the ticket management system

Training opportunities:

  • Assistance and encouragement to complete a minimum of 1 agreed industry certification every 6 months
  • Compensation for study material as well as exam completion