Job Description
Job title: Service Desk Technician
Reporting to: Service Desk Team Leader
Direct reports: None
Division: IT
Purpose of job
IT Service Desk’s goal is to deliver optimal service to our internal customers, by providing a single point of contact for all IT requirements. Associates in this role provide their technical knowledge and guidance to associates within UK and EMEA sites and therefore deal with a broad range of languages, cultures and technical ability levels. This role is responsible for IT Incident and Request Management and also delivering new services via assigned client technology focused projects.
Key duties and responsibilities
- Log, categorise and assess all incidents and service requests via the incident management tool, to ensure they receive the correct priority required.
- Resolve incidents and requests at first point of contact where possible. Determine the most effective manor to resolve client’s technical issues with assistance and escalation to higher technical teams when required.
- Elevate complex and/or high priority incidents to the Incident Manager and appropriate support group for resolution
- Ensure customers are regularly updated on status of open requests and clear service expectations are set and understood, whilst maintaining a high degree of customer service excellence.
- Contact, liaise and manage incidents with 3rd party support vendors where appropriate.
- Management of end user network accounts including, provisioning new accounts, actioning terminations, access control issues and regular assistance in maintaining a secure environment.
- Install, configure and maintain client equipment, including, desktops, laptops, thin clients, tablets, printers and all associated devices.
- Install, configure and maintain Microsoft and non-Microsoft applications including but not limited to; Windows OS, MS Office, Lync, IE, Chrome, VPN, Anti-virus, Adobe creative products, Citrix client and virtual desktops.
- Ensure that daily server and system backups are being made, are successful, monitored and reported correctly to Network Infrastructure team.
- Support client telephony including, Avaya PBX and mobile devices.
Configuring new accounts, troubleshooting and advising on best practices. - Maintain anti-virus software, decontaminate systems where required and
escalate to security team when needed.
- Clean, re-install and reissue laptops and desktops when required. - Maintain stock of all client equipment for UK and EMEA offices, organise
stock levels and replenish when needed.
- Arrange all purchasing for equipment stock levels, adhoc requests and office printer consumables.
- Remain vigilant on managing client software licensing and ensuring Garmin remain compliant with our software vendors.
- Associate mailbox management via Microsoft Exchange for all EMEA mailboxes.
- Advise associates on processes and policies for requesting, changing and removing IT services. Ensure these processes are followed correctly, correct approvals are given and ensuring compliance with SOX regulations.
- Provide technical training and guidance to internal associates by various methods and explore ways to proactively educate end users and increase user adoption of IT services.
- Be responsible for working as an active member of the Client project team on a regular basis, with the ability to manage project work and day to day
support side by side.
- Take ownership of assigned client technologies, master technical support in those areas, identify and provide suggestions for improvement and create
Department Specific Responsibilities
Each person having this role plays a vital part in the services that Garmin Europe IT Department delivers, as they are, in many instances, the first point of contact for all associates when they require assistance or advice. This requires a greater understanding of customer care as well as high technical knowledge which can be taught via a variety of methods within the
department. Their efforts contribute to the IT Service maintaining a high level of customer satisfaction being achieved.
The post holder must ensure that all requests assigned to him/her are dealt with efficiently and effectively, keeping the customer informed of progress, and logging resolution for future reference.Technical Requirements
Working experience and knowledge of the following areas; - Microsoft Windows Operating Systems: XP, 7, 8 - Active Directory User and Computer Administration - Microsoft Exchange Mailbox Management
- Microsoft Office: 2007, 2010, 2013, 365
- Knowledge of client hardware: laptop, desktop, think client, mobile device - Windows printing environment
- Conferencing – Microsoft Lync, Go To Meeting or equivalent - Internal IP Telephony Systems
- OS and Software distribution tools (e.g. SCCM)
Department Specific Technical Requirements
Working experience or knowledge of the following technologies are desirable: - Apple Mac OSX
- Warehouse technologies – Scanners, Label printing, Thin Clients - Oracle User Administration
- Microsoft SharePoint Administration - Avaya PBX Administration
Education and experience
Certification or equivalent experience desirable in : - Experience in working in an ITIL Environment
- Atleast 1 year experience in working in a technical support role - Experience of using an Incident Management/ticket logging tool - Excellent Customer Service Skills
- Self – motivated
- Eager and proactive to learn new skills - Methodical approach to troubleshooting
- Work well within team but initiative to work independently
- Ability to work within a project team and work independently on assigned tasks.
Skills
Competency Level Descriptor
WORKING WITH DATA & INFORMATION Gathering & analysing information
3 Checks and analyses information Establishes accuracy and relevance of information
Extracts key patterns and trends from information.
Identifies links between different sets of information.
Simplifies information for interpretation and presentation.
Decision making 2 Day to day decisions
Follows pre-set procedures where required.
Obtains and uses necessary information to make decisions
Regularly reviews and agrees scope of decision making for their role
Refers decision to others when appropriate.
WORKING WITH PEOPLE
Managing relationships & Networking
2 Builds relationships
Adapts form and presentation of information to meet needs of the audience.
Identifies and maintains regular contact with individuals who depend on or who influence own work
Teamworking, Coaching & Guiding 2 Is an active team member
Encourages colleagues to contribute in teams
Listens and gives credit to contributions which others make in teams
Shares learning and information with colleagues
Communicating, Influencing & Networking 2 Projects a positive image
Presents oral and written communication succinctly and with regard to its impact on the recipient.
Presents self in a manner appropriate to the situation.
Refers positively to the organisation, its people and its services
ACHIEVING RESULTS
Planning & organising 3
Plans to meet departmental objectives
Accurately estimates resources to achieve plans
Builds alternative actions into plans to deal with likely contingencies
Deadline Management 2 Takes responsibility for tasks Takes responsibility to ensure commitments are met
Regularly reviews progress of tasks Keeps people informed of progress on key tasks
Evaluates completed tasks
Objective setting 2 Contributes to setting of individual
objectives
Ensures that objectives are achievable within already agree commitments Agrees appropriate success and measurement criteria
Identifies and highlights potential obstacles in achieving objectives.
DEVELOPING THE BUSINESS Generating & building on new ideas
2 Participates in the generation of ideas Actively participates in events for
generating ideas
Positively questions established ways of doing things
Actively listens to and considers ideas presented by others
Personal development 2 Develop self
Builds own knowledge of the
organisation, its people and its services Seeks opportunities to develop own skills Accepts feedback constructively,
regularly reviews and updates personal development plans
CORPORATE COMPETENCIES
Customer Focused 2
Exceeds customer requirements
Exceeds customer requirements by ensuring that their needs are met in a timely manner
Identifies unfulfilled customer
requirements and refers them upwards as required
Innovative 2 Adapts existing solutions
Identifies and applies existing solutions that have not been used previously in the existing environment
Highlights additional customer
requirements and proposes innovative solutions
Flexible 2 Is flexible with colleagues and
customers
Identifies and applies solutions to meet the needs of the business
Co-operative 2 Co-operates with colleagues across the department
Works co-operatively with colleagues both within their department and within the group
Identifies opportunities where colleagues and customers can benefit from
alternative approaches
Integrity 3 Demonstrates integrity across the
business
Identifies and promotes opportunities that will be of benefit to both the company and the customers
Ensures that the company is represented to customers and suppliers in an ethical manner
Signed ……….. Signed ………..
(Employee) (Manager)
