Wood is looking for Expressions of Interest for Deskside Support Coordinators to help deliver day-to-day IT support for simple IT issues through our IT user support tool service. This support will be provided by telephone, email, and chat applications to provide a quick resolution of simple IT issues. There will also be a requirement to provide onsite support for technical solutions and offer guidance and support face-to-face. We are looking for individuals who can provide successful resolutions with a high level of client satisfaction. This is an opportunity for you to join Wood at an exciting phase where we are looking to develop a new way of working with your ideas helping to shape the future of IT within Wood.
Wood is involved in a number of innovative projects, and we focus highly on attracting, retaining, and developing talent within the IT team. You have the opportunity to be the face of IT in a pivotal role, with opportunities to constantly develop your skillset as we move to new technologies.
Qualifications: Proven experience within IT Desktop Support
Knowledge, skills, and experience: Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
Hands-on experience with Windows OS, mobile devices, peripherals, Intune, and SCCM deployment methods as well as excellent proven troubleshooting skills
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions
Ability to provide step-by-step technical help, both written and verbal
Excellent problem-solving and multitasking skills
Personal attributes: Effective communication, both verbally and in writing
Strong problem-solving ability
Customer-oriented attitude
Ability to handle frustrated or stressed users with empathy
Key roles and responsibilities: Diagnose and troubleshoot technical issues, including account setup, software issues, hardware, and network configuration – from hire to retire
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed SLA
Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
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