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- Process incoming IT service requests.
- Receive Customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams
- Record essential information and open new work orders and update as required. Follow-up with team members to ensure all work is updated
- Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail
- Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number
- Forward new work orders to appropriate IT departments for servicing
- Gather and understand all information for changes and provide synopsis of change to manager sending notification
- Provide computer technical support to end users
- Independently analyze and solve client PC problems (hardware, software, network access)
- Responsible for creating and maintaining current desktop software image and inventory for the IT department
- Coordinate all physical user moves with department supervisors
- Train and orient new employees in operation of desktop software and hardware interface
- Have a base understanding of server technology, in order to provide smart hands and assistance if needed
- Proficient with MS Office Suite
- Exceptional telephone demeanor
- Ability to maintain a high level of confidentiality
- Computer technical experience with Windows 10 and Windows 11
- Hardware and software experience on computers
- Good technical skills