Key Responsibilities As a Desktop Support Specialist, you will be responsible for providing 1st and 2nd level support for networks, servers, desktops, printers and mobile devices within Organization.

Areas of Responsibility 

• Providing 1st and 2nd level support, monitoring, debugging and escalation of issues to 3rd level as required.
• Troubleshooting issues with Servers, Desktops, Laptops, Printers and Mobile devices
• System monitoring to ensure continuous operation within required tolerances
• To be involved in Desk/PC moves configurations.
• Undertaking root cause analysis and debugging to resolve issues where possible.
• Assist with problem management where required.
• Where necessary, work with the infrastructure team and 3rd party vendors to determine resolutions. 
• Resolve and act upon issues raised by the business via Service desk as quickly and accurately as possible with a view to minimise outstanding support incidents
• Be involved in projects where necessary while managing deadlines as part of a team or on your own.
• Out of hours availability for 3rd level Escalation of production issues per the Escalation Policy. 

Essential: 

• Solid years’ experience of technical support or an equivalent IT specialist role – preferably within a high volume transaction environment.
• Awareness of ITIL – support and restore.
• Experience with supporting Microsoft desktop OE (Windows 10/11)
• Experience with administering and/or supporting Printers and Peripherals.
• Experience with supporting MS Active Directory
• Experience working with O365, providing support to end-users
• Business / Technical Analysis skills 
• Troubleshooting and analytical with the ability to problem-solve various queries
• Understanding of Service desk / Incident / Problem management principles.
• Understanding of Change / Release / Configuration technologies.
• Understanding of technical components and technical interdependencies.

Desirable: 

• Computer Science/IT related university degree
• A background in system integration, configuration and maintenance.
• Understanding of Change/release processes.
• Testing experience.
• Ability to create technical documentation.
• MCP or MSCA Office 365 certified an advantage.

Behavioural: 

• Apply problem-solving techniques to achieve organizational goals.
• Actively participate as a member of a team.
• Identify and understand issues, comparing data to draw conclusions and apply solutions.
• Ability to self-manage to achieve tasks.
• Copes effectively under pressure and manages workloads, prioritizing and scheduling tasks effectively. 
• Ability to simplify and clarify issues to create solutions.
• Maintains knowledge of current and future technology trends
• Seeks to understand internal users view point and respond to objections.