Senior IT Support

- Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
- Design and enforce request handling and escalation policies and procedures.
- Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Track and analyse trends in Help Desk requests and generate statistical reports.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
- Oversee the development, implementation, and administration of help desk staff training procedures and policies.
- Other duties may be assigned
语言要求：English (Good)