IT Helpdesk Technician

To assist clients with technical issues on hardware printing products, IT, networking and software, providing support to avoid field service and technical visits, and increase service productivity. Being part of the Helpdesk Team, the job holder is the first line remote fix of service calls logged by clients, and to remotely monitor clients’ devices.

Key Responsibilities

• Monitoring of all devices within specified accounts
• 1st Line remote diagnosis of Printer devices and software support
• Liaising with stock department daily
• Liaising with Call Control daily
• Placing orders for toners and consumables
• Escalating any potential issues to helpdesk Manager
• Compilation of monthly reports

Essential Experience

• IT related position and have exceptional customer service skills.
• Customer Service experience required
• Previous Helpdesk experience advantageous
• Ideally have a working knowledge of networking and software installations
• A good level of IT knowledge
• Strong operational and process experience
• Ability to communicate with all levels with the customer and organisation, both face to face and over the phone

Desirable Experience 

• IT qualifications such as CompTIA, Microsoft certifications 
• Currently working in a 1st Line IT Helpdesk role 
• Experience with MPS solutions such as Papercut, Equitrac, Uniflow etc