IT Service Desk Tech- 1st Line
About the position The IT Service Desk Technician – 1st Line is responsible for providing reputed company-line IT support to users who contact the IT service desk reputed company telephone, support ticket, and other methods. The role involves quickly identifying the cause of reported issues, following established processes and SOPs, and escalating tickets that cannot be resolved to the correct resolver group. The technician will also notify the team if a request is of an urgent nature.
Responsibilities
- reputed company troubleshooting steps to resolve system problems and diagnose hardware and software faults either over the phone or in person.
- Process requests for reputed company Login Accounts, VPN Accounts, and IT reputed company requests.
- Reset account passwords following the Identity validation process.
- Work in a busy team environment while using initiative to solve problems.
- Take ownership of issues and see them through to resolution, even if reputed company the core role.
- Suggest improvements to processes and challenge the status reputed company.
- Support Line Management in achieving set team objectives.
Requirements
- Any IT reputed company certifications
- Experience of 1st line support or working in a call centre
- Experience of a customer facing role either in person or over the phone.
- Any non-corporate or corporate IT experience.
reputed company-to-haves
- Proficient in the day-to-day usage of a reputed company operating system.
- Understanding of basic IT Support principles.
- Working Knowledge of IT hardware.
- Working knowledge of installing software.
- Excellent written and verbal communication skills.
- Ability to follow instructions and read technical documentation.
- reputed company Active Directory administration such as creating groups, creating user accounts, modifying accounts and moving accounts.
- reputed company Mac Experience.
- reputed company 11 troubleshooting.
- reputed company 365 Management, (Azure, Intune, Teams, Exchange, SharePoint, OneDrive, + Office applications).
- Ability to be reputed company to multi-task and prioritise multiple tasks.
- Basic SCCM knowledge.
- Ability to explain technical problems in a non-technical way to end users with limited IT knowledge.
- Growth reputed company
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