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Main Duties and Responsibilities:
To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
Install or repair Windows or Macintosh computers with standardized applications and networking software, diagnosing and solving problems that develop in their operations.
Respond to user questions and explain the operation of network applications and equipment.
Assist in the maintenance of standards and documentation.
Perform other related duties as required. To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. To accurately record, update and document requests using the IT service desk system. To install and configure new IT equipment. To resolve incidents and upgrade different types of software and hardware To resolve incidents with printers, copiers and scanners To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization, work on site or remotely by phone, email or using web-based applications.