About the role
Job Description
Deliver exceptional customer service by promptly and professionally addressing customer needs and concerns. Manage IT service incidents reported by school users through the Service Desk Support Portal, specifically those related to personal computers, networks, platforms, and applications. Effectively resolve issues or provide alternative solutions to restore IT services to normal operation within the established Service Level Agreement (SLA). Escalate unresolved issues or additional support requests to the appropriate support team. Provide timely updates to customers regarding the status of outstanding issues in accordance with targeted service levels. Ensure accurate and comprehensive documentation of customer interactions and transactions within the IT Service Desk Management System. Provide end-user support for classroom technology to educators, assisting with IT and audio-visual equipment such as Interactive TVs, Apple TV, projectors, and associated applications to expedite the return to normal classroom activities. Oversee the life cycle management of IT assets, including the registration, tracking, and decommissioning of hardware devices and software licenses. Conduct upgrades to PC hardware and software, which includes regular maintenance and installation of service packs, patches, and applications. Remain updated on product knowledge, policies, and procedures to furnish customers with accurate and relevant information. Execute additional responsibilities as directed by the Head of IT Operations and Business Partnering, the Helpdesk Manager, or other designated personnel within the School.
Requirements
Position Requirements: Strong analytical and problem-solving skills are essential. The ability to think creatively and identify technical issues for effective resolution is important. Practical knowledge and experience in providing IT Service Desk support are required. A high standard of customer service skills is necessary. Demonstrated ability to work effectively in a team environment, coupled with excellent time management and organizational skills. Capable of handling multiple tasks at the same time. Proficiency in English, with clear and concise verbal and written communication skills, is important. A hands-on approach with the capacity to quickly learn and apply new systems in the work environment is essential. Proven ability to provide support for the following:
- Microsoft Windows 10 and later
- Apple iOS
- Apple macOS
- Microsoft Office 365 application suite
- Google Workspace (formerly G Suite)
- IT hardware support for both Apple and Windows devices
Qualifications
You have: A diploma or degree in an IT-related discipline. Minimum 1 year of Customer Service Experience in a Technical Service Desk environment preferred.
Advantage if you have:
- ITIL-related certifications
- Microsoft-related certifications
- Apple-related certifications
Job Details
- Age -
- Min GPA -
- Min. Qualification D3
- Min Experience Staff
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