We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation's desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.**IT Skills and Experience**- Work to resolve Internal Customer service desk issues by providing necessary services, troubleshooting, fixes, workarounds, training and advice.- Escalate more complex Service desk issues to the relevant Siemens IT team/technician within prescribed time limits.- Manage Service desk requests from receipt of the support request through fulfillment/problem resolution, or escalation.- Log all Internal Customer interactions in the ticket system.- Document incident resolutions and knowledge for reuse by Internal- Customers and IT support personnel.- Comply with all of IT Service Management processes and best practices.- Participate as requested in appropriate IT releases by testing the usability of such releases from an Internal Customer's perspective.- Drive continuous improvement in IT request and support processes.- Work on additional projects as requested and pre-approved by the team lead or manager.- Be flexible to work any shift or overtime as requested.- Monitor physical data center environment- .- Familiar with fire suppression systems, and water detection.- Escalate issues as required.- Provide first-line support to Internal Customers for service desk issues, includingwithout limitation, fulfilling hardware and software support requests via phone,- Work to resolve Internal Customer service desk issues by providing necessaryservices, troubleshooting, fixes, workarounds, training, and advice.- Escalate more complex Service desk issues to the relevant Siemens ITteam/technician within prescribed time limits.- Manage Service desk requests from receipt of the support request throughfulfillment/problem resolution, or escalation.- Log all Internal Customer interactions in the ticket system.- Document incident resolutions and knowledge for reuse by Internal Customersand IT support personnel.**Skills and Abilities Required**:- Strong Customer Service skills- Strong Verbal and Written communication skills- Strong troubleshooting skills- Strong and fast Key-boarding skills- Should have a strong understanding of basic computer hardware, software andnetworking systems, and be able to explain them in a clear, concise manner.- Strong analytical and problem-solving capabilities**Education and Experience Requirement**:- Strong Working knowledge of current Microsoft based operating systems- Strong Working knowledge of multiple browsers (IE, Chrome, Firefox)- Previous Help Desk/Service Desk experience preferred- Knowledge, training or experience with Unix or Mac desirable- Knowledge of emerging tools, techniques and technologies- Experience or training with using and troubleshooting Microsoft Office and Office365 with emphasis on Teams, Outlook, MS Word, MS Excel and MS PowerPoint- Knowledge of Antivirus software, PKI, data security and data encryptiondesirable- Experience or training with set-up and troubleshooting of remote connectivity- Basic understanding of PC hardware set-up and configuration, MCP, CompTIA,A+ and/or network+ certification would be desirable- Microsoft SharePoint knowledge - desirable- Previous Service Desk or Network operations experience preferred- Working basic knowledge of Networks and troubleshooting network connectionissues.- Account management, Active Directory knowledge (add, change) - preferredBasic knowledge of:- Active Directory- Exchange- Apple OS- SCCM**Experience in a similar role**- 2-4 years of relevant experience**What next?
