Our client, known for their commitment to excellence in education, is seeking a skilled professional to join their IT support team.
- Action tickets logged on our client's Helpdesk ticketing system.
- Answer calls and respond to emails providing IT support.
- Resolve support requests within the knowledge base, before escalating when necessary.
- Troubleshoot basic software and hardware issues.
- Take ownership of problems until resolution, ensuring a high level of user satisfaction.
- Update support requests with resolution details before closing to capture solutions for future reference.
- Contribute to and update the knowledge base as required.
- Adhere to established policies and procedures.
- Maintain hardware in accordance with warranty and external IT support contracts.
- Ensure compliance with ICT security policies.
- Perform any other duties assigned by the Helpdesk Coordinator.
- Minimum of 1 year of experience in an IT Help Desk support role.
- Relevant third-level Computing qualification.
- Proficiency in working with Microsoft Technologies.
- Excellent client-facing and interpersonal skills.
- Strong written and oral communication skills.
- Proven problem-solving and analytical abilities.
- Ability to work effectively as a member of a team.
- Good general knowledge of hardware and software.
- Experience supporting Audio-Visual equipment is desirable.
- Familiarity with ticketing systems such as Zendesk, Freshdesk, or ServiceNow is advantageous.
We believe this position offers an excellent opportunity for growth and professional development within a dynamic and supportive environment. Our client values their employees and encourages a collaborative and inclusive work culture.