1.20 Service Desk Specialist

• To assist the Site Support Manager and Operations Director with projects affecting the end user population and devices.
• To diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
• To assist all Agency users with any logged IT-related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware.
• To resolve incidents with printers, copiers and scanners.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical staff at all levels in the organization.

• IT service desk.
• Ability to diagnose and troubleshoot computer and network problems.
• Desktop/server support.
• PC setup, config, & deployment.
• Microsoft (MS) office installation.
• MS office 365.
• Proficiency configuring and troubleshooting windows operating systems. (client/server environment)
• Valid drivers license.
• Verbal communication skills.
• Written communication skills.

PREFERRED SKILLS (RANK IN ORDER OF IMPORTANCE):

• Self-starter.
• Candidate must be able to communicate clearly with the agency technical teams, project staff, and the user community.
• Ability to diagnose and troubleshoot computer and network problems Yes 1 Intermediate Within 6 Months 1 - 2 Years.
• Service Desk Yes 1 Intermediate Within 6 Months 1 - 2 Years.
• PC Setup, Config, & Deployment Yes 1 Intermediate Within 6 Months 1 - 2 Years.

Additional Skills: IT SERVICE DESK

• Ability to diagnose and troubleshoot computer and network problems.
• Desktop/server support.
• PC setup, config, & deployment.
• Microsoft (MS) Office installation.
• MS Office 365.
• Proficiency in configuring and troubleshooting Windows operating systems. (client/server environment)
• Valid driver’s license.
• Verbal communication skills.
• Written communication skills.
• Self-starter.
• Candidate must be able to communicate clearly with the agency technical teams, project staff, and the user community.