IT Help Desk Technician

IT Help Desk Technician, New Client Requirement – London UK

The goal is to create value for employees that will help preserve the company’s reputation and business.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via chat, email, phone or in-person
• Create and disable user accounts
• Provide IT onboarding for all new employees
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the helpdesk ticketing system
• Follow-up with customers to ensure issue has been resolved
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Writing, editing, and revising training manuals for new and updated software and hardware
• Diagnosing systems errors and other issues
• IMAC – Installs, Moves, Adds and Changes for all hardware and software products. Maintain daily performance of computer systems
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems

Requirements

• Proven experience as a help desk technician or other customer support role
• 5+ years of experience working in a help desk environment
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English/French
• Excellent oral communication and writing skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field
• Able to lift up to 45lbs
• Available to provide afterhours support 24/7

Technical Requirements

• Microsoft Windows Active Directory
• Citrix XenDesktop VDI
• Microsoft Exchange 2013-2016-2019
• Microsoft Teams
• Microsoft Office 2013-2016-2019
• Adobe Acrobat 10-2020
• Various in-house developed web applications
• DUO/RSA and other 2FA programs
• Understanding of basic network/internet protocols
• Knowledge of IOS and Android mobile devices