First Line Support Agent

Qualifications:
Applicable degree/diploma
ITIL
Excellent verbal and written communication and presentation skills
5 years relevant experience within an IT Support environment, of which: 2 years experience within a networking support, software and hardware support environment, and1 year experience within a call centre or service desk environment (Advantageous)
Key Performance Areas (KPAs)
Provide First Level Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries.
Answer support queries either onsite, telephonically or via email
Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application (Assign to the correct resolver group if unable to resolve the problem).
Provide physical first level support and diagnostics, assisting second Level Experts and third Level Experts
Administer user profiles and access rights.
Handle assigned incidents effectively and efficiently.
Check that call classification matches the call description.
A detailed activity history must be entered into each call.
Capture customer requests from varied inbound sources into the call management system.
Issue users with a reference number for every incident logged.
When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone call
Update the call at least once a day with all correspondences and actions, to maintain a complete audit trail for future reference.
Document in detail the resolutions and fixes used, for that corrective action to be used for future reference.
Monitor system resources in order for adequate capacity to be available to meet user requirements. Recommend preventative/corrective action.
Troubleshoot and support users in respect of hardware and software.
Support users in the use of company authorised software and applications support e.g. MS Office.
Assists with installation of printers and general support activities.
Maintain planned maintenance schedule of all peripherals e.g. printers and scanners.
Provide feedback and recommend action in respect of capacity, lifecycle and cost benefits of equipment.
Maintain network diagram and provide desktop Support to all users as required.
Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
Co-ordinate, install, set up and complete departmental moves with regards to IT equipment.
Conduct swap-out of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration.
Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts.
Build new workstations, laptops, printers and any other required hardware configuration.
Fulfil the role of SDA whilst on a shift rotation.