Help Desk Coordinator 3

Summary:

Duties & Responsibilities:

Provides day-to-day technical support to employees, installs, configures, and troubleshoots laptops, workstations, desktop systems.

• Works closely with internal IT Operations to maintain network services and infrastructure when required.

• May be called upon to participate in development of information technology and infrastructure projects and general IT training.

• Working knowledge of ITIL including the use of helpdesk service delivery systems such as Service Now.

• Strong communication skills to relate with and convey technical solutions in an understandable manner to all levels within the organization.

• Works well as part of a small team and the wider global Desktop Support team when required.

• Maintains and repairs computer equipment; installs, configures, and maintains computer hardware and software; performs routine and complex diagnostics.

• Installs hardware peripherals.

• Provide hardware and basic software support to end users.

• Resolve connectivity problems with hardware and networking environment.

• Must have strong English language skills - written and verbal.

• Must be able to demonstrate technical problem-solving skills. Responsibilities & Duties:

• Installing, testing and making software available to appropriate users ensuring software is properly configured, regularly updated and working properly on all PCs.
• Install, add, test, troubleshoot, repair, move, change-out, maintain and upgrade PC’s, Laptops, printers, and other peripherals.

• Build PC and Laptops using Microsoft SCCM Knowledge of imaging.

• Raising Incidents in Service Now.

• Maintaining inventory records.

• Diagnosing and troubleshooting hardware failures.

• Repair and upgrade different types of computers (software and hardware).

• Liaising with external support companies to resolve faults in a timely manner. • Liaising with the designated personnel responsible for keeping the inventory. - Maintaining computer peripheral equipment e.g. printers, scanners, projectors and conference room technology.

• Providing technical support by utilizing remote control and Windows administration tools.

• Effectively communicate all support aspects to all levels of personnel in a support driven customer-oriented manner through the Service Now Helpdesk.

Pre-Requisites / Skills / Experience Requirements: