Job Description Ø Single point of contact for end user to receive support and maintenance for computers and network system Ø Ensure that Incidents and Service Requests have been dealt with to the Business user's satisfaction Ø Ensure that response time and resolution time objectives are met as defined in the SLA Ø Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment Ø Customize desktop hardware to meet user specifications and site standards Ø Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime Ø Working knowledge of SCCM, AD, Exchange 2007/2010, DHCP, DNS and remote control tools Ø Troubleshooting network connectivity in a LAN/WAN environment Ø Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment Ø Work with WDS Management team to test and deploy desktop images Ø Provide and support Data Centre Activities Ø Support all Microsoft, third party and internally designed applications. Ø Provide detailed documentation and communicate precisely with other IT teams as required. Ø Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible Ø Ensure that there is sufficient support to clients and provide friendly customer service Ø Works with vendor support contacts to resolve technical problems Ø Knowledge of all software applications used within the organization Ø Responsible for tracking hardware and software inventory Skills: Ø In depth knowledge of Windows desktop technologies Ø In depth knowledge of Desktop and laptop hardware Ø Intermediate knowledge of TCP/IP, DNS and Internetworking Technology Ø Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) Ø Knowledge of ITIL Ø Knowledge of Server, Voice & Communications Infrastructure Ø Knowledge of various Operating systems (e.g. Windows, Linux, Apple) Ø Knowledge of Audio and Video Conferencing technologies. Ø Good communication Skills (both verbal and written)