Maintain, analyse, troubleshoot, and repair computer systems, hardware and computer peripherals. Document, maintain, upgrade or replace hardware and software systems. Support and maintain user account information including rights, security and systems groups.

Field incoming help requests from end users via both telephone and work orders in a courteous manner

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

Professional knowledge and qualifications required:

• Acquires job skills and learns / adheres to company policies and procedures. Complete routine tasks pertaining to computer hardware, software or operating system support.

Preferred Certifications

• Understand / experience of working with Dell Desktop / Laptop, HP Desktop / Laptop / Printer, Lenovo Desktop / Laptop, Lexmark Printer, IBM Printer