Desktop Support L1

Key Responsibilities:

• Provide onsite support services to Authorized Users as part of a Service Event.

• Complete service events within the agreed service levels.

• Support all client equipment.

• As directed by the client, assist in troubleshooting other devices.

Behavioral Skills Required:

• Must have good customer-facing skills and be well presented.

• Demonstrates independent and proactive thinking

• Builds effective relationships with client

• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practice.

• Must be able to work alone and unsupervised, taking the initiative when necessary.

• Must be organized and prioritize work appropriately.

Technical Skills & Experience Required:

• Must have experience of using an ITSM system.

• Must have good working knowledge of Microsoft Windows operating systems and related Office applications.

• Support experience of MACs would be beneficial

• Knowledge of mobile devices, in particular those running iOS and Android operating systems

• Working knowledge of current and legacy hardware platforms; experience with building, configuring, replacing and troubleshooting desktop and laptop hardware and data center and network components;

• Ability to replace defective parts.

Desired Educational Requirements:

• Completion of CompTIA certifications - e.g. A+, Network+, etc.

• Completion (or near completion) of Microsoft certifications - e.g. MCP, MCITP, MCSE, etc.

Mandatory Skills

Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.