Support Engineer / Service Desk Analyst
Hewlett PAckard
Total des années d'expérience :13 years, 11 Mois
Certified ITIL v3 Foundation .
Provide first level technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments. The majority of support provided ‘over the phone’ via a centralized telephone number, while some issues involved hands support as well.
Assist in the administration of the LAN and WAN including data management, communications, security and printing facilities to meet the organization's needs.
Monitoring and reporting on hardware, software and network resources to ensure a high level of performance, security and integrity.
Monitor all ‘High’ and ‘Major’ priority Service Desk issues to ensure prompt resolution.
Ensure the integrity of the information loaded within Service Desk by carefully reviewing all calls loaded by non-Service Desk IT Staff.
Provide telephony and customer facing support for initial fault diagnosis; liaise with customer throughout to ensure satisfactory resolution of problem
Hardware relocations, and re-configuration (e.g. PC’s and Telephony)
Assist in the administration and support of the Local Area Network, including data management and printing facilities, e.g. Active Directory.
Resolution of basic Security related issues
Provide advice and training to LAN/WAN users as identified
Previous experience in a Level 1 Help Desk role in a large organization
Experience in PC Hardware configuration
Experience supporting LAN’s, PC operating systems and desktop software
Experience using a variety of PC software including Microsoft Office Suite, Microsoft Exchange, Windows XP and TCP / IP
Experience in administration of a LAN environment
Experience in Security Administration utilizing Active Directory and Group Policy
Knowledge and understanding of end user requirements
Ability to prioritize and control workload
Possess excellent verbal and written skills along with interpersonal, presentation, leadership and organizing skills .