Desktop Technician- 5104077
Posted on Jul 11, 2019 by CV-Library
As part of the IT Service Desk team you will provide customers with 2nd line support over the phone, via email and face to face.
You will deliver exceptional customer service through the effective logging, investigation and resolution of IT incidents, problems and requests. You will be expected to manage a team queue as well as your own call queue.
You will receive, resolve and record requests for support.
Your priority will be to deliver an exceptional end to end service to their customers.
Undertake routine installations and de-installations of items of hardware and/or software
Conduct tests of hardware and/or software using supplied test procedures and diagnostic tools
Correct malfunctions, calling on other experienced colleagues and external resources if required
Update the IT asset management system with details of all hardware/software items that have been installed and removed
Provide assistance and resolve problems in a professional manner
You will escalate problems following agreed procedures
Contribute to the investigation of problems and faults concerning the installation of hardware and/or software and confirm the correct working of installations
Provide advice on the use of applications
Work to continuously improve the service
Handle calls that come into the Service Desk via telephone, email and walk-ins.
Participate in the rota for the desktop call monitor
Undertake hardware repairs on PCs, laptops and printers
Create and update documentation as required
Supporting remote users
To apply for this position, please send a up to date CV to Nikki at (url removed)
strgroup is acting as an Employment Business in relation to this vacancy