Technical Consultant - Desktop Support

Key accountabilities

- Liaise with Service Desk, Service Managers, International Technical teams and User Community to provide resolutions and customer support.

- Escalate hardware and software related issues escalations.

- Monitor that current environments and software policies are maintained.

- Ensure Service Level Agreements are met and maintained.

- Achieve high quality of service support to the business community.

- Assist Manager with day to day functions of a technical support staff, forming part of an International team.

- Complete identified objectives requiring some management ability across IT functions.

- Produce regular reporting abilities on Team performance, ticket statistics and procedural requirements.

- Deputise for location Manager when absent.

Your skills and experience

- IT experience, with proven technical support experience.

- Solid knowledge of desktop environments Windows XP, MS Office, Project Tools.

- Good TCP/IP, RAS, Altiris knowledge would be an advantage.

- Knowledge of AS400 Client Access and Client Server applications using Sybase & ODBC.

- Working knowledge of Intranet and Internet applications.

- Good knowledge of voice / network architectures.

- Understanding of TCP/IP protocol, horizontal and vertical cabling structures.

- Understanding of WAN/LAN architecture.

- Knowledge of IP Telephony, audio / visual mediums experience.

- Team leadership and Project Management experience required.

- Industry Recognised Qualifications - MCDST,MCSE.

- ITIL foundation certificated.

- Customer-service focus, with a positive, - can do- attitude.

- Initiative taker, results driven.

- Able to work under pressure and on tight deadlines.

- Organised with good attention to detail.

- Analytical and problem solving skills.

- Excellent communicator.

- Flexible team player, comfortable in a multi-national environment.

- Consistently maintains the Fidelity Core values.