IT Service Desk - Specialist (Shift Work)

Primary Responsibilities:
Provides support, operations and maintenance services to divisional IT staff and Corporate Executives. Services require a high degree of customer service, technical expertise, and velocity to return the customer to a working state. Provides enterprise escalation level assistance for a wide array of technical and procedural issues. Disciplined execution of established operations, maintenance processes and procedures. Very frequent interactions with customers and must be effective in interpersonal communications and problem solving using various verbal and written methods. Effective use of the established administration and support tools, processes and procedures to help achieve the department's goal of being Operationally Excellent.
Key Competencies:
• Defines, documents and carries out small projects or sub-projects (typically less than six months, for e.g. Thesis project or part time job,...), alone or with a small team.
• Installs or removes hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.
• Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out.
• Assesses, analyses, develops, documents and implements changes based on requests for change.
• Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.