IT Deskside Support

Job content

The key focus of the role will be maintaining, analysing, troubleshooting, and repairing hardware and computer systems. We are looking for a Tech-savvy person who is self-motivated enough to provide consistent customer support with minimal supervision will thrive in this role. On any given day, deskside support professionals perform servicing, repair, and installation of computer hardware, software, and networks. Our deskside support professionals work full time in an office environment.

Deskside Support Duties and Responsibilities:

· Offer Customer Service

One of the most important responsibilities that deskside support technicians have is providing personal support services. You must build rapport and obtain problem details from help desk customers. Politely take incoming requests for help and maintain a high level of customer.

· Problem-Solve Computer Issues

Deskside support technicians take initiative and ownership of reported end-user problems. They use diagnostic tools to identify root problems. Once the issue is identified, deskside support technicians process these incidents through an incident management system.

· Provide Hardware and Application Support

When end users need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software, they turn to deskside support. These technicians then diagnose and solve unique one-time problems. To complete this, they reimage systems and engage in computer networking. Deskside support technicians also work with purchasing staff to buy replacement hardware and software as needed.

· Install Software Upgrades

Deskside support workers complete hands-on fixes for desktops and laptops that include software installations and upgrades. They perform file backups and configure new systems and applications. After completing installations, deskside support workers test new computers according to established guidelines.

· Create and Maintain Documentation

Documentation is a major requirement for deskside support. They record, track, and write notes for the help desk problem-solving process, including decision outcomes, actions taken, and final resolutions. Deskside support technicians are often required to submit accurate call logs itemizing customer interactions.

Deskside Support Skills and Qualifications:

· Deskside support technicians should be self-motivated individuals with strong communication skills and a knack for problem-solving.

· CompTIA A+ certification , Microsoft certification , Networking and Firewalls is advantageous. At least two years of call centre or computer repair experience is typically preferred.

· Technical support experience – being the primary contact on technical- and service-related problems is the main job of deskside support

· Familiarity with computer networks – deskside support technicians rely on a basic understanding of networks to solve any data-sharing issues

· Hardware repair – deskside support professionals fix hardware failures on desktops and laptops , change memory and hard drives.

· Troubleshooting – diagnosing the root cause of mechanical failures using established procedures and deciding on effective resolutions is vital for deskside support

· Interpersonal skills – communicating in a polite and effective manner with both internal and external clients is essential.

· Time management – deskside support technicians must work independently and pace themselves in order to multitask and complete jobs successfully , ResQ work within an agreed SLA to our business.

· Writing skills – deskside support candidates need strong writing skills to clearly respond to help desk tickets and emails

Tools of the Trade:

Deskside support technicians work in office environments and are comfortable using the following software on a typical workday:

· Microsoft Office (Outlook, Excel, Word, and PowerPoint)

· Help desk ticket management software (Ticketing System)

· Desktop operating systems (Microsoft)

Deskside Support Education and Training:

· CompTIA A+ certification or Similar. Additional certifications as a Microsoft Certified

· Professional (MCP) or Microsoft Certified Solutions Expert (MCSE) are a plus.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Referral programme
• Wellness programme

Schedule:

• Monday to Friday

Experience:

• Technical support: 1 year (required)

Work Location: One location