IT Help Desk Support

Technical / Functional Skills

Technical Competency

A background in three or more of the following:

Windows 7/10 Desktop support

Microsoft Internet Explorer/Office/Outlook

Avaya or Nortel telephony support knowledge/experience

Windows Server 2008/2016 support and administration

Microsoft Exchange & Active Directory knowledge

Knowledge in LAN/WAN & TCP/IP administration

ITIL experience and qualification would be an advantage

Additional language skills to a technical level would be an advantage.

Behavioral Preferences / Soft Skills

Personal Competency

Strongly customer service oriented

Good command of oral and written English

Must have interpersonal communication skills and pleasant telephone manner.

Ability to carry out technical diagnosis/analysis

Assertiveness

Have a flexible attitude and wide knowledge of IT

Willingness to rotate shifts, as needed

*Other preferences (Age, gender, etc.)

Roles and Responsibilities

The immediate objectives of the Service Desk team to be delivered are as follows:

General reduction in open ticket count (target from 500+ open tickets to <=50 within 4 weeks of implementation).

Ticket age not exceeding 1 month from ticket creation, at 90% goal

The next objectives are considered as system or strategic enhancements; implementation may be scheduled as required:

Ticketing systems modifications such as follows:

o Priority matrix revision and implementation

o Weekly/Monthly performance reports