Desktop Support Specialist

3 weeks ago

Pembroke, Pembrokeshire, United Kingdom Bermuda Electric Light Company Limited Full time
Job Overview

Job Title: Desktop Analyst

Business Centre / Group: IT Services

Company: Liberty Group Limited

Reports to: Supervisor, IT Services

Position Type: Individual Contributor

Purpose / Summary: The Desktop Analyst will be responsible for configuring, deploying, maintaining, troubleshooting, and supporting computer workstations, telephones, and other computer and telecommunications equipment for internal desktop systems software and hardware.

Key Responsibilities:
  1. Provide day-to-day resolution of problems and inquiries on a wide assortment of applications and hardware.
  2. Record all activities relating to customer calls and track to resolution ensuring customer satisfaction.
  3. Utilize available support tools and technologies to provide problem resolution and proactive problem detection.
  4. Analyze problems and develop, test, document, implement and communicate procedures and resolutions on technical and service issues.
  5. Support telephony and other desktop peripheral equipment and communication systems.
  6. Collaborate with the Helpdesk team to provide timely customer support.
  7. Update, create and maintain equipment and help-desk system documentation.
  8. Contribute to team projects from inception to completion.
  9. Provide end user training when required.
Supervisory Responsibilities:

None

Education and Experience:
  1. University degree, preferably in Computer Science, Networking Communications Management or equivalent education and experience.
  2. A minimum of three (3) years progressive experience in desktop and communications technology related services.
  3. Professional Designation (e.g. A+, MCP, MSCA, MCSE) an asset.
  4. Proven abilities with desktop support – and ability to learn further skills and apply them in the areas of telephony and system server environments.
  5. Proven abilities with scripting (e.g. PowerShell and Batch).
Knowledge, Skills and Abilities:
  1. Strong customer service skills (showing commitment and being personable in dealing with end users).
  2. Ability to liaise with vendors & consultants.
  3. Strong analytical and problem-solving skills.
  4. Ability to work in team or alone on tasks and projects.
  5. Excellent verbal and written communication skills with the ability to liaise with all levels of the organization.
  6. Good organizational and time management skills.
  7. Basic knowledge of networks, systems (e.g. servers, PCs etc.), telephony, communications, mobile devices and storage management.
  8. In-depth knowledge of desktop hardware and software.
  9. Knowledge of Windows and the Microsoft Suite of products.
  10. Basic knowledge of LAN/WAN networks & design.
  11. Basic knowledge of TCP/IP, DHCP, DNS and network design.
  12. Working knowledge of basic IT policies and procedures, ITIL an asset.
  13. Above average Windows Operating System knowledge necessary.

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