ICT Service Desk Staff

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

DUTIES AND RESPONSIBILITIES

• Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.

• Takes immediate action to escalated tickets and close it as soon as issue has been confirmed resolved.

• Manage more complex proactive events, perform advanced diagnostics, escalate third-party problems, be they software or hardware vendor, and gather pertinent details enabling escalation to Supervisor / Manger when necessary.

• Provide IT support services over the phone, chat, tickets and through other electronic means and assist with field work if necessary.

• Mentor’s new hires during the nesting period.

• Document, track and monitor end-user problems to ensure timely resolution.

• Research and implement fixes for new issues.

• May work with infrastructure and create new solutions.

• Assists with maintaining an accurate Service Desk knowledge-based tool.

• Area of support includes: Troubleshooting, software problems. configuration, database administration, network setup/diagnoses, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues

• Virus/Spyware Removal/Detection

• Reports complex issues to Incident Manager

MINIMUM REQUIREMENTS

• Ability to follow, document, and maintain standard procedures.
• Superior analytical and problem-solving abilities with keen attention to detail.
• Ability to respond to requests for technical assistance via phone and through other electronic means.
• Technical discipline to effectively perform routine assignments; as well as applied knowledge of established procedures, policies and practices.
• Ability to diagnose the cause of a problem in a complex environment and provide effective solutions quickly.
• Interpersonal and communication skills necessary to train others in computer system.
• Ability to simplify complex technical terms when assisting end-user.
• Ability to communicate problems with supervisors as they become known.
• Ability to meet deadlines
• Able to react to change productively and handle other essential tasks as assigned.
• Excellent written and verbal communication skills including interpersonal / customer service skills
• Must possess a strong commitment to high-quality customer service and solid work ethic
• Exceptionally self-motivated and directed with ability to set and manage priorities judiciously.
• Ability to provide Acquire Intelligence customers with outstanding customer care and service at all times.
• Willing to work variable shifts including evening, weekends and public holidays.

Join the A-Team and experience the A-Life!