RESPONSIBILITIES: • Apply technical knowledge, skills and expertise to provide support service to clients and take ownership of customer issues reported and see problems through to resolution

RESPONSIBILITIES
Essential Duties and Responsibilities include the following: (Other duties may be assigned.)
• Apply technical knowledge, skills and expertise to provide support service to clients and take ownership of customer issues reported and see problems through to resolution
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles

Key Accountabilities:
• Installing and configuring computer hardware operating systems and applications;
• Monitoring and maintaining computer systems and networks;
• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• Replacing parts as required;
• Providing support, including procedural documentation and relevant reports;
• Following diagrams and written instructions to repair a fault or set up a system;
• Supporting the roll-out of new applications;
• Setting up new users' accounts and profiles and dealing with password issues;
• Responding within agreed time limits to call-outs;
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritising and managing many open cases at one time

Supervisory Responsibilities: Supervision of other personnel is not required in this position.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Support

• Work efficiently on support tasks;
• Drive to ensure responsiveness and resolution time targets are met.;
• Analyse and prioritize incidents/change requests, ensuring that the incident/change request process are being followed;
• Ensures documentation/log completeness;
• Support business users

EXPERIENCE
Because of the critical nature of this role, we can only consider candidates who can demonstrate that they meet the following minimum requirements:
• Background in IT – Degree or Diploma Holder ;
• Microsoft certifications: MCSA, MCSE;
• Ability to perform to agreed time scales and to departmental and project standards;
• Very good analytical/functional skills;
• Knowledge of :
   -Microsoft operating systems;
   -PC and hardware troubleshooting;
   -Office tools;
• At least 2 years' experience in IT support environment.

Basic Skills:
• English Communication, Verbal and Written;
• Team Player/Focus;
• Dependability;
• Customer Service orientation;
• Meeting targets;
• Adaptability;
• Flexibility;
• Quality Orientation.
• Information Gathering
• Ethics and Standards