IT Service Specialist - Help Desk

• Installing and configuring computer hardware operating systems and applications.
• Provide first level contact support for all IT related issues.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
• Solving hardware or software faults4. Following diagrams and written instructions to repair a fault or set up a system.
• Ask customers targeted questions to understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Proceed with clients through a series of actions, via phone, email or chat, until they have solved the technical issue.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Properly escalate unresolved issues to appropriate internal teams (e.g. infrastructure, developers)
• Refer to internal database or external resources to provide accurate tech solutions.

• Bachelor degree in Information Technology, Computer Science or communications engineering
• Got MSCA, MCSE Technical Certifications (ITIL)
• Technical Certifications (ITIL)
• Good analytical skills
• Good Interpersonal skills
• High level of accuracy and focus
• Multitasking and prioritization skills
• Excellent written and verbal communication skills
• Self-starter, resourceful, great problem solver

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