Job Summary

SD

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal & external staff via telephone, email or chat.
• Able to recognize situational trends and call team and management attention to them
• 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers
• Troubleshoot basic network and VPN issues
• Escalate unresolved calls to next level
• Log all calls in the Service Desk Call Logging system
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Basic knowledge and troubleshooting skills for  MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• Provide supporting stats for the weekly Service Desk report on call trends
• Generating support documentation to assist staff with requests for information & provide input for staff training as required
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.
• Blackberry and Smart Phone account management and provision
• Flexibility to work in a 24x7 work environment.

Key Responsibilities

SD

Skill Requirements

SD

Other Requirements

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