IT Helpdesk

Job Description

·   First level support for all IT related concerns

·   First level support for incidents and service requests related to application

·   Assisting with the detection and recording of possible Problems

·   Maintaining accurate hardware and software inventory and configuration information

·   Assisting with the detection and recording of possible

·   Keeping affected business partners informed about progress

·   Assisting with the fulfillment of Service Requests

·   Monitoring the status and progress towards resolution of assigned Incidents

·   Performing Incident investigation diagnosis and resolution

·   Ensuring timely resolution of user issues by assigning an appropriate priority and resolution goal.

·   Contacting software and hardware vendors (via voice or online systems) to research issues to determine and resolve issues

·   Handling IT incidents and requests received via telephone, email or portal tickets

·   Incident logging and managing/prioritizing workload

·   ID Administration for password reset account unlock

·   Perform imaging setup for standard desktop applications

·   Perform daily checks to verify system availability Test and deploy new software, procedures, installation, conversion and upgrade activities

·   Performs other duties as assigned