Job DescriptionPosition Purpose and DescriptionReporting to the Team Leader - Service Desk.
Your responsibilities as a service desk technician level 1 include providing Integral Excel employees and its corporate clients timely and useful technical assistance on their computer environment, including mobile devices and other tech products.
The role will include the provisioning, configuration, and deployment of new systems as well as the secure decommissioning of old hardware.
Support can be provided in person, over the phone or remotely.Duties and responsibilities include, but are not limited to:Perform on-site and remote technical support for Windows PCs, thin client devices, printers, PC peripherals, multi-function devices, and mobile devices.Assist in the organization and inventory of all hardware and software resources.Investigate user problems, identify their source, determine possible solutions, test and implement solutions.Perform desktop hardware and software configuration and installation activities.Understand and use imaging tools or applications (e.G. Ghost).
Ensure accurate logging of all issues handled within IT Service Desk system.Complete user move/add/change requests.Evaluate and procure hardware and software.Create and maintain accurate technical documentation.Provide emergency on-call support on a rotating schedule.Maintain confidentiality with regard to information being processed, stored or accessed on the network.Perform other IT duties and assist other team members as required.Maintain excellent communication with the IT Supervisor on all tasks and projects.Maintain a thorough understanding of existing and emerging technologies.Share ideas, opinions,



and constructive criticism with other IT team members.Maintain professionalism in all business and end user communications.Demonstrate effective prioritization of day-to-day workload and ensure that commitments are met.Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff.Keep accurate records of your time and services provided.Adapt to a rapidly changing environment.Monitor SLAs and follow escalation procedures to ensure the timely resolution of issue.Success MeasuresAvg First Response Time ( 75%)Customer Satisfaction (> 75%)KSA (Knowledge, Skills and Abilities/Attitudes)KnowledgeMaintain an excellent knowledge of client computer and its peripheralsMaintain an excellent knowledge of client computer operating systemsMaintain an excellent knowledge of core services (Networking, Active Directory, DHCP, DNS, etc)Good knowledge of Microsoft System CenterGood knowledge of incident management principleSkills and abilitiesGood Interpersonal and communication (verbal and written) skillsGood customer service skillsLike to develop and maintain relationshipDemonstrated commitment to supporting a team focused environmentDemonstrate analytical and problem-solving skillsPassion for learning and sharing of knowledgeWorking under steady pressure with frequent interruptions and a high degree of employee contact by phone or in person.Ability to troubleshoot both hardware and software related issuesRequirements and QualificationsDegree in technologies with 1 or more years of experience with technical support or; Experience in arelevant IT field for more than 5 yearsAvailable for on-call dutiesAdvanced spoken and written English#J-*****-Ljbffr

📌 Service Desk Technician I (Xico)
🏢 Global Excel Management
📍 Xico