Job Description
IT Help Desk Technician, New Client Requirement – London UK
The goal is to create value for employees that will help preserve the company’s reputation and business.
Key Responsibilities
- Serve as the first point of contact for customers seeking technical assistance via chat, email, phone or in-person
- Create and disable user accounts
- Provide IT onboarding for all new employees
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in the helpdesk ticketing system
- Follow-up with customers to ensure issue has been resolved
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Writing, editing, and revising training manuals for new and updated software and hardware.
- Diagnosing systems errors and other issues
- IMAC – Installs, Moves, Adds and Changes for all hardware and software products. Maintain daily performance of computer systems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems.
Requirements
- Proven experience as a help desk technician or other customer support role
- 5+ years of experience working in a help desk environment
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English/French
- Excellent oral communication and writing skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
- Able to lift up to 45lbs.
- Available to provide afterhours support 24/7
Technical Requirements
- Microsoft Windows Active Directory
- Citrix XenDesktop VDI
- iManage document management system
- Avaya/Mitel phone system
- Microsoft Exchange 2013-2016-2019
- Microsoft Teams
- Microsoft Office 2013-2016-2019
- Adobe Acrobat 10-2020
- Various in-house developed web applications
- DUO/RSA and other 2FA programs
- Understanding of basic network/internet protocols
- Knowledge of IOS and Android mobile devices
Job Summary
Job Reference:
TSU83/SNN
Closing Date:
2024-11-10
