Associate Consultant - Helpdesk

Midis Group

Main Duties and Responsibilities

• Act as the first level of contact to end users, attend to issues and provide technical assistance as needed in coordination with the Direct Manager;
• Work with end users to identify and deliver required service levels through installing, configuring, testing, maintaining and troubleshooting, while assisting in IT initiatives such as system upgrades and technology rollouts;
• Perform analysis and diagnosis of identified issues and implement corrective solutions while tracking documentations of respective failures and repairs;
• Implement security policies and password settings and monitor anti-virus among other applications;
• Perform hardware and software installations, configurations and updates as needed;
• Properly escalate unresolved queries to the next level of support within set timeframes;
• Update the employee database on all servers including but not limited to new hires, leavers and transfers;
• Attend to complaints as high priority in coordination with the direct manager;
• Assess existing workflows and suggest improvements where needed;
• Track and manage IT hardware inventory and ensure accurate documentation of assets, tickets, and support activities using ITSM tools (where applicable regionally)
• Provide on-site and remote support for shop openings, closures, relocations, POS systems, and routine IT maintenance checks (for Retail coverage)