Description
Senior Windows Desktop Support/Helpdesk Administrator
In scope of a long-term contract we are looking for our international customer in Denmark for a Senior Windows Desktop Support/Helpdesk Administrator who fits the following specification:
1 Essential goals & responsibilities
- Produces business standard documentation related to implementation, testing and self-help guides;
- Analyses, troubleshoots and resolves Tier 1 level software & hardware issues for internal end users (ie Windows 7/8 OS, MS Office 2010 support, IE8 issues, and Dell hardware & peripherals);
- Engages, delegates and coordinates Tier 2 & Tier 3 level issues to IT Team Members (ie Systems Administrators) for issue resolution and support as needed;
- Manages the IT Helpdesk ticketing database system, utilizing the database to record, assign, track, close, and analyse all IT Helpdesk requests;
- Provides customer service via remote access if necessary;
- Processes IT equipment/hardware and software delivery and installation requests;
- Maintains communication with internal customers, keeping them informed of the status of their request - follows-up with internal customers to ensure that requests were completed to the user's satisfaction;
- Administers Active Directory and MS Exchange Servers with user updates - including mailbox and email account distribution settings;
- Reviews and follows-up with IT team members on a daily basis concerning open requests;
- Maintains IT equipment and spare parts inventory, ordering and replenishing supplies as necessary;
- Maintains IT inventory records including receiving procedures, asset tagging, and periodical physical inventories;
- Maintains a favourable working relationship with all company employees to foster and promote a cooperative and harmonious working climate;
- Previous experience of using a IT Helpdesk Incident logging package (eg Remedy, Jira, Service Manager);
- Expert knowledge of desktop software and hardware support, troubleshooting and resolution;
- Complies with all company policies and procedures;
- Keeps abreast of current developments and trends in area of expertise;
- Keeps up to date on training and with continuous personal development plans;
2 Required skills and experience
2.1 Qualifications
- Achievement of 5 GSCE pass grades A-C (or equivalent) is required
- A recognised qualification in IT or Computer Science;
- At least Bachelor's degree in Computer Science or related area;
- Microsoft Certified Desktop Support Technician (MCDST) certification, Microsoft Office User Specialist (MOUS), or any MCP, ITIL certifications;
- 3 years minimum experience in IT Helpdesk, desktop or server support or administration for 250+ users, including provision of customer service over the telephone/email/in person;
- Working knowledge of PC hardware and software systems, PC and networking operating systems, data communications, and related technologies required;
- Windows 7/8 roll-out and roll-out techniques eg Scripting, ghost;
- Experience of administration and use of Microsoft SMS server for provision of patches, software updates etc.
- Working knowledge of commonly used application software products;
- Strong customer service, problem solving, and organizational skills;
- Successful experience prioritizing multiple tasks, managing projects, and adapting to a changing environment while remaining professional and efficient;
- Demonstrates ability to take initiative and make independent decisions;
- Demonstrates success taking direction and working independently;
- Demonstrates ability to establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests;
- Demonstrates ability to use discretion and sensitivity when handling confidential information;
- Ability to perform in a dynamic and fast-paced environment;
- Back up and restore processes IT security best practices;
- Proficiency in use of Helpdesk call management applications;
- Networking fundamentals, DHCP/DNS, TCP/IP, FTP;
- Desirable experience in mobile devices and integration with Office applications;
- Desirable public service experience;
2.2 Communication skills
- Have excellent communication skills, both written and verbal;
- Demonstrates ability to compose clear and concise written communication;
- Demonstrates ability to actively listen to customer problems conveying commitment toward finding a timely resolution of the situation;
- Demonstrates ability to read, analyse, and interpret moderately technical documents, work orders, invoices, instruction sheets, and customer communications;
- Both spoken and written English at B2 or higher level is mandatory (will be tested)
2.3 Approach to work
- Self motivated/uses initiative;
- Positive;
- Enthusiastic;
- Presentable;
- Approachable;
- Professional;
- Open and fair;
- Flexible;
- Proactive;
- Comfortable in asking for assistance if required.