I.T Personnel at Victory Travels & Tour Limited

Job Description

• Tier 1 IT support delivery
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Inventory maintenance
• Log all support Issues
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware.
• Install and monitor anti-virus software.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked question lists for end users.