Description
Position Scope
1. Reports to Regional Client Services Manager.
2. Works with and assists all employees on a regional and sometimes global basis.
3. Works with and assists all subsidiaries as necessary.
Position Relationships
1. Customers - all employee computer users
2. Global CS Representative team members, and all IT department team members
3. Process Leader - Regional Client Services Manager
4. Computer hardware and software vendors and peripheral suppliers
5. External helpdesk provider resources
Major Responsibilities
1. Decipher complex problems with desktop hardware and software tools as described by the end-user (customer). Solve if possible; work with others, or route incidents to the correct person using the ITSM database software.
2. Increase knowledge of computer applications and infrastructure.
3. Perform hands-on support for local printers, back-ups, LAN equipment, Telco, etc.
4. Be available to take user requests in variety of ways, including the ACD system. Record incidents and resolutions in the ITSM system.
5. Actively improve CS Department metrics (like first call resolution) over time.
Inventory of Knowledge & Skills Required for Position
1. Associates degree or equivalent
2. 3 years' experience in direct IT hardware and applications support
3. Excellent patience, listening and courteous communication skills.
4. In-depth understanding and all around knowledge of desktops, laptops, and peripheral systems.
5. Advanced knowledge of Microsoft Windows, Office Suite, SharePoint, Exchange, etc.
6. Working knowledge of Web programs like SharePoint.
7. Ability to easily adapt to a changing environment.
Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group"). TEKsystems and Aerotek are divisions of Allegis Group Limited. Applicant data will be treated in accordance with the Allegis Group's Privacy Notice.