Senior Windows Desktop/Helpdesk Administrator

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.