Surrey Jobs – IT Support Engineer
Our client is loking for an expereinced Helpdesk Support Analyst. To provide first line helpdesk support to external customers, assisting them with hardware and software problems via phone, email or fax.
Duties and Responsibilities
To provide 1st line technical support; answering support queries via phone, email and fax.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
To log all calls on the call logging system.
Respond to enquiries from clients and help them resolve and hardware or software problems.
Maintain a log of any software or hardware problems detected.
Support users in the use of Computer equipment by providing necessary training and advice.
To allocate more complex calls to the relevant IT Support member.
To arrange for external technical support where problems cannot be resolved in house.
Skills / Attributes Required
Previous Helpdesk (telephone support) experience.
Excellent telephone manner.
Experience of using call logging software.
Strong knowledge of Microsoft based operating systems with emphasis on Windows 2000 / 2003
Experience with using and troubleshooting Outlook 2000 within a network environment (permissions, calendar sharing, delegation)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
MCP certification would be desirable.
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