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 issues have been resolved.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Write, edit, and revise training manuals for new and updated software and hardware.
• Diagnose system 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 after-hours support 24/7.

Technical Requirements

• Microsoft Windows Active Directory.
• Citrix XenDesktop VDI.
• Microsoft Exchange -2019.
• Microsoft Teams.
• Microsoft Office -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.