1st Line Helpdesk

**1st Line Helpdesk Support**:

- Competitive Salary
- Permanent role

**Job Overview**
**Duties and Responsibilities**:

- Log all customer queries as tickets
- To maintain a high degree of customer service for all support queries??
- To take ownership of user problems and be proactive when dealing with issues?
- Respond to enquiries from clients and help them resolve any problems?
- Support users in the use of Computer equipment by providing necessary training and advice
- To escalate?more complex service issues to the relevant IT Support member?

**Skills Required**:

- Excellent telephone manner and face-to-face communication skills?
- An interest in solving problems and puzzles that you have not encountered before??
- Aptitude to use online research tools and internal documentation to find resolutions to problems?
- Basic understanding of PC hardware set-up and configuration?
- Knowledge of Microsoft based operating systems and Windows desktop technologies?
- Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)?
- Willingness to help, support and offer excellent service to customers and colleagues??

**Desirable?knowledge**:

- Knowledge of Apple based operating systems including MacOS, iPhone and iPad??
- Knowledge of Android based smartphones and tablets?
- Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, and delegation)?
- CompTIA, MCP or other similar technical certification would be desirable
- College level qualification in IT is beneficial