Service Desk Officer

Basic Function: purpose and scope The IT Service Desk Officer provides essential support for information technologies at Caritas. IT Service Desk provides direct support to Caritas staff, and management. Service Desk staff work in a dynamic, fast-paced call center environment that provides services over the phone, through e-mail and in person chat. Reports to: IT Service Operations Lead Tasks and Responsibilities Responsible of gatheringinformation and determining the user's issue by evaluating and analyzing the symptoms Responsible for diagnosing and resolving technical issues involving internet connectivity, email clients, hardware/software issues [level 1] Responsible receiving, logging, managing and closing all end user IT requests Should ensure end-user satisfaction at all times. Routing and Escalating problems to appropriate resource [IT support specialist or IT Dev. Lead] Maintains Issue tracking system up-to-date at all times and presents summary reports whenever needed. Maintains Knowledge base through continuously feeding it with newly resolved cases Skills Proper phone etiquette Ability to communicate clearly in English (Written and Spoken) Good knowledge in windows 7 - 8 platforms Good knowledge in MS Office Applications [WORD, EXCEL , OUTLOOK] Good knowledge in internet failure and first level steps to fix it [cable checking, ping ...etc 2+ years of experience in a high-traffic IT customer service setting. Functional knowledge of Windows computing. Excellent skills in task assignment and follow up