AdressWork onsite to maintain, analyse, troubleshoot, and repairs computer systems, hardware and computer peripherals. Document, maintain, upgrade, or replace hardware and software systems. Supports and maintain user account information including rights, security and systems groups.
Responsibilities
- 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.
- Also One of the below capabilities
- Working knowledge of commonly used concepts, practices, and procedures in the related field. Awareness of at least one of the following infrastructure support components:
- PPG standard desktop, tools & utilities,
- IT networks and voice services,
- Thin Client technology (Citrix),
- Ticket handling tools/cross team troubleshooting;
- Understanding of IT Service Management concepts;
- Strong verbal communication skills, including the ability to document operations procedures;
- Strong customer service skills and the ability to deal all types of customer service requests;
- Good analytical, communication, problem solving, and organizational skills;
- Ability to effectively work independently and in a multi-cultural team environment;
- Ability to effectively interact with a diverse user base;
- Ability to work in a manufacturing environment with sensitivity safety and physical security;
- Highly organized, result oriented, self-motivated and proactive;
- Analytical, solution minded and delivery focused;
- Driving license.
Qualifications
- Fluent in English;
- 2 + years of providing onsite support for: Desktops, Laptops, Printer, monitors, etc.
