Technical Support Analyst

Johann Sammut Mifsud
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Technical Support Officer
To provide 1st line (helpdesk) technical support to external customers, assisting them with hardware and software problems via phone, email or onsite.

Duties and Responsibilities:
- 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 and maintain full documentation of the problems detected
- Respond to enquiries from clients and help them resolve any hardware or software problems
- Support users in the use of Computer equipment by providing necessary training and advice
- To allocate more complex service issues to the relevant IT Support member
- To arrange for external technical support where problems cannot be resolved in-house
Skills / Attributes Required:
- Relevant 1st line / Helpdesk support experience
- Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 7 / Windows 8 / Windows 10)
- Experience using and troubleshooting Microsoft Office (MS Word, Excel, and PowerPoint)
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
- Basic understanding of PC hardware set-up and configuration
- Basic knowledge of networking, including crimping, and setting up a small LAN
- Excellent telephone manner and face to face communication skills
- MCP certification would be beneficial, but is not essential
- Driving License
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Johann Sammut Mifsud
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