Junior IT Service Desk Technician

As an IT Service Desk Technician, you will be responsible for providing first-level support. You will troubleshoot and resolve issues related to hardware, software, and applications. You will also escalate complex problems to the higher-level IT staff and follow up until resolution. You will communicate effectively with the internal clients (remotely and face-to-face) and ensure their satisfaction with the IT services.

Responsibilities:

•    Keep IT equipment and supplies in good condition.
•    Provide first line technical support, answering user queries relating to hardware and software problems.
•    Diagnose and resolve IT problems and escalate complex issues to external vendors or specialists.
•    Ensure processes, policies and best practices are followed.
•    Provide excellent customer service, ensure internal clients can continue to work.
•    Log all IT incidents and Service Requests into the ticketing system.
•    Escalate incidents with accurate documentation to service owners, when required.
•    Adhere to duties as assigned to fully meet the requirements of the position.

Required Experience, Skills and Attributes:

Technical Skills and Experience:

•    Experience in an IT technical client–facing role.
•    Knowledge of PC hardware set-up and configuration (including printers and wireless devices).
•    Knowledge of Microsoft based operating systems and tools (Windows 10, Group Policies and Active Directory) with emphasis on troubleshooting MS Office 365 based services (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive).
•    Passion for Apple iOS, iPadOS and MacOS products and services.
•    Experience in using ticketing system would be beneficial (e.g. Jira, ServiceNow, BMC, …).
•    Experience working in an ITIL driven environment is welcomed.

Personal Skills and Attributes:

•    Written and verbal communication skills.
•    A team player with the focus on quality, accuracy and positive internal client experience.
•    Confident English speaker.
•    Able to communicate in non-technical terms with his internal clients.
•    Problem diagnosis and analytical skills.
•    Can adapt to differing demands, prioritizing tasks, where appropriate.
•    Able to make decisions and remain calm while under pressure.
•    Proactive with a "can-do" attitude in all areas, with a strong sense of self-motivation.
 

We Offer:

•   Knowledge sharing and networking
•   Great professional team 
•   Pleasant working atmosphere
•   Wide range of benefits (meal vouchers, multisport card, benefit points, sick days, personal leave)
•   Continuous learning opportunity