Technician, Service Desk

Insurance, Health checkup, Training & Development, Salary review, Allowances, Employee Shuttle Service, Annual Leave, Sport Club

Duties may include but not limited to:

• Taking ownership of incidents and managing them in a logical and methodical manner
• Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Installing and supporting Windows Desktops in a workgroup or Active Directory domain
• Troubleshooting, diagnosing and repairing or replacing computer hardware
• Troubleshooting, diagnosing and resolving 1st level incidents
• Following network security procedures for the purpose of Adds, removes, and changes for network users
• Documentation and updating knowledgebase
• Establishing and maintaining contact with vendors for support and problem resolution
• Proactively contribute to continuous service improvement through identification of process improvements and problem prevention
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Identifying and recommend solutions for repeat issues or service risks into service management teams
• Ensuring effective management of issues raised via telephone, email, self-service and face to face and handling the resulting incidents or service requests, using agreed incident management and request fulfilment processes
• Conducting IT trouble/incident ticket reviews
• Investigating documentation for resolution of known problems
• Monitoring server and network services and escalating through given workflow procedures